ITRT Major Incident Analyst

JOB DESCRIPTION:

Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

Career development with an international company where you can grow the career you dream of.

• A competitive benefits package and flexible work environment.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies by Fortune.
• A company committed to diversity, inclusion, and supporting working parents and professionals at all levels.

The Opportunity
This position works out of our Petaling Jaya, Selangor location in the Business & Technology Services (BTS) division.
BTS supports Abbott’s global operations by delivering reliable and innovative technology solutions that enable business performance and growth.

As the Major Incident Analyst, you will be responsible for managing the lifecycle of all Major Incidents (MIs) and associated problem investigations, ensuring rapid resolution and minimizing business impact. You will play a critical role in executing enterprise incident management processes and coordinating cross-functional technical teams.

What You’ll Work On

• Lead and manage Major Incidents by engaging appropriate technical teams, facilitating bridge calls, and driving timely service restoration.

• Coordinate communications for both internal BTS teams and business stakeholders during incidents.

• Collaborate with infrastructure and application support teams to ensure effective incident resolution and follow-up problem investigations.

• Facilitate root cause analysis and ensure implementation of corrective and preventive actions.

• Analyze incident trends and provide reporting insights to reduce recurring issues and improve service performance.

• Maintain accurate and up-to-date incident and problem records to support reporting and metrics.

• Participate in a rotating on-call schedule, including weekend support.

Required Qualifications

• Bachelor’s degree in Information Technology or a related field, or equivalent work experience.

• Minimum 2–3 years of relevant experience in incident management or IT service operations.

• Strong understanding of ITIL processes, including Incident, Major Incident, Problem, and Change Management.

• Experience working in a 24x7 environment with flexibility for shifts and on-call duties.

• Proven experience managing Major Incidents and leading root cause investigations.

• Strong attention to detail and ability to perform effectively in high-pressure situations.

• Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels.

• Demonstrated ability to handle complex and ambiguous situations independently or within a team.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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