IPC Coordinator / ITSM Analyst

Job Summary

Responsible for overseeing the Incident, Problem, and Change Management processes to ensure IT service disruptions are minimized, root causes are identified and eliminated, and changes are implemented in a controlled and compliant manner. The role acts as a central coordination point between service desk, technical teams, vendors, and business stakeholders to maintain service stability and achieve SLA targets.

Incident Management

• Monitor and manage incident queues to ensure SLA compliance.
• Coordinate Major Incident responses and stakeholder communications.
• Escalate high-priority incidents to relevant support teams and management.
• Conduct incident reviews and prepare incident reports.
• Track incident trends and recommend improvement actions.

Problem Management

• Analyze recurring incidents and identify root causes.
• Create and manage Problem Records and Known Error Records (KERs).
• Perform trend analysis and provide recommendations to prevent future incidents.
• Coordinate with technical teams to implement permanent fixes.
• Maintain problem dashboards, reports, and continuous improvement initiatives.

Change Management

• Review and validate Change Requests (CRs) for completeness and compliance.
• Ensure risk assessments, implementation plans, rollback plans, and approvals are included.
• Coordinate CAB meetings and communicate change schedules.
• Monitor change implementation activities and track outcomes.
• Ensure adherence to Change Management governance and ITSM processes

Skills & Qualifications

• Diploma or Degree in Information Technology, Computer Science, or related field.
• Good understanding of ITIL Incident, Problem, and Change Management practices.
• Experience with ITSM tools such as ServiceNow, Remedy, Jira, or similar.
• Strong analytical, troubleshooting, and coordination skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Excellent communication and stakeholder management skills.

Key KPIs

• Incident SLA Achievement
• Major Incident Resolution Time
• Reduction in Recurring Incidents
• Problem Resolution Effectiveness
• Change Success Rate
• Change Compliance Rate
• Customer Satisfaction (CSAT)