IT Service Management (Incident & Change Management)

The IT Service Management Incident & Change Management Analyst supports the service delivery of information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staff within the bank, other entities within the group and external parties / vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction. This role reports to the Team Lead of IT Service Management.

Responsibilities :

• Coordinate and restore a failed IT Service promptly.
• Escalate unresolved incidents / escalation with support.
• Responsible to carry out the respective reporting procedure as per the Incident Management procedure.
• Understand the issue and record all the possible improvement areas, and action items.
• Supports services documentation and service improvements initiatives ensuring information is being updated / fulfilled timely with adequate analysis, control and information of these documents are available when needed.

Change Management :

Requirements :

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