IT Service Management (Outsource)

Responsibilities:
• Act as the primary Incident Coordinator, managing the end-to-end incident lifecycle from logging, analysis, prioritization, escalation, resolution, to closure.
• Lead and coordinate Major Incidents and Minor (P3) incidents, including incident declaration, bridge coordination, stakeholder communication, and service restoration.
• Ensure compliance with ITIL Incident Management and internal (SPW) processes, maintaining high-quality ticket documentation.
• Monitor ticket aging and Service Level Agreements (SLAs), accelerating resolution and implementing mitigation or workaround plans when required.
• Drive Problem Management activities, including Root Cause Analysis (RCA) for recurring or critical incidents, and prepare summary and RCA reports.
• Establish and maintain the Known Error Database (KEDB) and Knowledge Base to prevent incident recurrence.
• Perform incident trend analysis and define Preventive and Corrective Actions to improve service quality.
• Collaborate with technical teams to implement permanent fixes through Change and Release Management processes.
• Manage and govern the Change Management process, ensuring all changes are documented, assessed for risk and impact, and properly authorized.
• Facilitate Change Advisory Board (CAB) meetings, presenting change requests and coordinating schedules with relevant teams.
• Manage Emergency Changes (e-Changes) to restore critical services rapidly while ensuring proper documentation and post-implementation approval.
• Conduct Post-Implementation Reviews (PIRs) to verify successful change implementation and capture lessons learned.

• Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or a related field.
• Strong knowledge of ITIL v3 / ITIL 4, particularly Incident, Problem, and Change Management.
• Proven experience in IT Service Management or Service Operations within an enterprise or outsource environment.
• Hands-on experience coordinating incidents across L1 / L2 / L3 teams and external vendors.
• Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent.
• Strong analytical, problem-solving, and documentation skills.
• Excellent communication and stakeholder management skills, with the ability to work under pressure during major incidents.
• Experience in Change Governance, CAB coordination, and risk assessment is highly preferred.
• ITIL certification (Foundation or higher) is an advantage.