Associate Systems Engineer - Change/incident management (SRM)

• Solid understanding of IT infrastructure, have in-depth knowledge of observability and experience in querying IT operations logs & metric togather IT infrastructure operational insights.
• Facilitate incident resolution calls, establish strong command & control during incidents and able to lead and collaborate effectively with diverse teams to manage complex situations. 
• Ability to communicate well and manage highly stressful situations during the incident.
• Ensure timely and consistent communication with stakeholders, senior management and affected users regarding incident status and progress.
• Maintain detailed incident / problem records, identify root causes / trends, and participate in Post-mortem (Root cause analysis)process to ensure no repeat of any technology incidents with known root cause and drive continuous improvement of service levels through identification of problem trends and causes which impact the delivery of production services. Presenting of RCA in various forums within the organisations.

• Maintain detailed incident / problem records, identify root causes / trends, and implement long-term solutions and preventative measures through continuous service improvement in accordance with ITIL processes. Able to do reporting in term of dashboard.

• Apply a structured methodology and lead change management activities, reviewing change requests to ensure compliance with the existing change management process. Conduct impact analyses, assess change readiness, and identify key stakeholders. Analyse trending of service and change request regularly to identify areas of improvements such as automation where possible.
• Conduct CAB meeting to review change to identify possible risk and impact, working together with SME to mitigate when necessary.

Requirements / Qualifications

• Bachelor's degree or equivalent in Information Technology or related field.
• Minimum 5 years of experience in incident manager or change manager role.
• Experience in managing change request and governance on SOP.
• Good knowledge of ITIL best practices, ITIL Foundation certification required, ITIL v4 Foundation, ITIL Intermediate or Expert is preferred.
• Good understanding of Incident / Problem Management, Change Management or Stakeholder Management. Ideally to have experience using different (e.g. ServiceNow, JIRA) ticketing tools.
• Knowledge of observability and experience in querying IT operations logs to gather IT infrastructure operational insights using ELK is additional advantage. Relevant certifications such as Elastic Certified Engineer or equivalent is a plus
• Demonstrates Command, Control and Confidence in situations naturally.
• Strong in analytical, decision-making, problem-solving abilities under pressure, prioritize and multitask effectively.
• Excellent communication, problem-solving skills and interpersonal skills to foster collaboration across teams
• Able to support 24/7 standby
• Able to commit immediately or short notice is preferred
• 1 year contract