Incident Management Analyst, Group Technology

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Overview:

Supports the service delivery of the information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staffs 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.

The incumbent shall ensure that staffs/users benefit from his/her expertise through the services, advices and recommendation. The Incident Management Analyst primary responsibility is to coordinate/record major and significant impact incidents with relevant support team. To also be able to assist IT Service Management in day to day operations. The incumbent must also at all times be helpful, courteous and tactful when dealing with high level profiles. The candidate must be of at least 2-3 years’ experience in IT/Service Management.

Responsibilities:

Coordinate and restore a failed IT Service as quickly as possible

Determines if an incident needs to be escalated according to priority and severity of the issue.

Escalate unresolved incidents/escalation with support

Point of contact for major/significant impact Incidents

Responsible to carry out the respective reporting procedure as per the Incident Management procedure.

Perform incident trending analysis and reporting for management

Understand the issue and record all the possible improvement areas, action items.

Supports services documentation and service improvements initiatives ensuring information is being updated/fulfilled timely with adequate analysis, controlled and information of these documents are available when needed.

Skills & Experience We Are Looking For:

Essential

Min Diploma in Computer Science or related field.

2-3 Year working experience in IT field

Knowledge in Microsoft Office on reporting analytics and presentations.

Good verbal, written communication skills and the ability to work independently with minimal supervision.

Desirable

Knowledge in Networking, application MySQL, Unix and Wintel.

ITIL Foundation certified.

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.