Manager, IT Service Management

Incident Management Analyst

If you are looking to excel and make a difference, take a closer look at us…

Overview:

As the Incident Management analyst, you will be responsible for proactively minimizing the impact of IT incidents by identifying and resolving their underlying causes. You will be involved in analysts, driving the incident Management process with the support teams and stakeholders. This role involves in-depth technical investigation, strategic problem-solving, and the identification of opportunities to leverage automation and AI-driven solutions to enhance the efficiency and effectiveness of the Incident Management function. You will also be responsible for leading and mentoring the team.

Responsibilities:

• Own the entire incident lifecycle, ensuring incidents are logged, prioritized, assigned, diagnosed, escalated, and resolved efficiently according to defined processes and SLAs.
• Be the main point of contact for major incidents, ensuring clear and timely communication to all stakeholders, from technical teams to senior management.
• Provide technical support and guidance to your team for complex incident diagnosis and resolution.
• Monitor and ensure adherence to Incident Management SLAs, addressing any potential breaches.
• Create regular incident reports and analyze trends to identify recurring issues and areas for proactive improvement.
• Oversee the creation and maintenance of the incident knowledge base to empower both your team and end-users.
• Continuously evaluate and enhance Incident Management processes and tools for better efficiency and user satisfaction.
• Build strong relationships with other IT teams and business units to ensure smooth incident resolution.
• Manage the escalation process for incidents requiring higher-level attention.
• Understand and ensure all incident management activities comply with relevant regulatory requirements (e.g. BNMT RMIT) and internal policies, including timely reporting.

Skills and Experience We Are Looking For:

• Strong understanding and practical application of ITIL frameworks, specifically Incident Management and service management
• Good grasp of IT infrastructure, applications, and services.
• Demonstrated ability to troubleshoot and resolve technical issues, or to guide a team through the process.
• Strong written, verbal, and interpersonal communication skills, particularly for stakeholder management.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with IT Service Management (ITSM) tools.
• Proficient in creating reports and presentations using PowerPoint and Excel for management.
• Ability to work effectively under pressure and manage multiple priorities.
• Diploma or Degree in Information Technology, plus relevant certifications.

Desirable:

• Knowledge in Networking, applications, DBs, Unix and Wintel.
• Certified in ITIL, Kepner-Tregoe, other technical relevant.

About Hong Leong Bank:

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.