Associate Systems Engineer - Change / Incident Management (SRM)

Position Overview

The Associate Systems Engineer performs routine systems related activities. He/She ensures systems operate in a manner that meets business needs and system improvements are successfully implemented. Assists with implementing remedial actions in the event of system failures or breakdowns. Maximises service uptime, maintains system backups, manages service licensing and maintains security standards. Required to be on standby with on-call availability with varied shifts including nights, weekends and holidays. 

Exhibits excellent attention to detail and is meticulous in the execution of tasks assigned and has a passion for problem-solving and relishes the opportunity to take on new challenges. Able to communicate effectively and displays high levels of service standards.

Role & Responsibilities

• Solid understanding of IT infrastructure, have in-depth knowledge of observability and experience in querying IT operations logs & metric to gather 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. Strong written and verbal communication skills for clear, timely updates to various audiences. 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 raecords, 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

• Bachelor's degree or equivalent in Information Technology or related field.
• Minimum 5 years of experience in Change and incident management roles, preferably 3+ years of experience in major incident management, site reliability engineering
• Good understanding of governance framework and work in compliance and SOP. 
• Expert-level knowledge of ITIL best practices, ITIL Foundation certification required; ITIL v4 Foundation, ITIL Intermediate or Expert is preferred.
• Good understanding of Service Desk Operations, Escalation Management, Incident management, Stakeholder Management experience including different (e.g. ServiceNow, JIRA) ticketing tools knowledge.
• Excellent managerial skills and ability to collaborate with team members to work with people at all levels of the organization, ability to multi-task and prioritize with great attention to detail.
• 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
• 1 year contract

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