Incident Management Coordinator

该职位来源于猎聘 A brief summary of the position as below: This role focuses on restoring normal service operation for high priority incident as quickly as possible while minimising the adverse impact on business operations, and ensuring problems are investigated and resolved effectively. As well as ensuring all changes to IT services and infrastructure are conducted efficiently, with minimal risk and disruption to business operations. The successful candidate will work closely with various stakeholders, IT teams, service providers, and customers to maintain high levels of service availability and performance, and to ensure changes are aligned with business objectives and compliance with guideline defined within the Scania IT Services Management framework. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Incident Management:
• Lead and coordinate task force in response to high priority incidents, ensuring timely resolution and communication.
• Act as the primary point of contact (IMC) for high priority incident escalations.
• Analyze incident trends to identify recurring issues and potential areas for improvement.
• Ensure accurate documentation of incidents and resolutions in the incident management system.
• Problem Management:
• Conduct root cause analysis for major incidents and recurring issues.
• Develop and implement problem resolution plans to prevent the recurrence of incidents.
• Collaborate with IT teams to identify and address underlying problems.
• Maintain a problem management database with detailed records of problems, root causes, and resolutions.
• Change Management Process:
• Develop, implement, and maintain IT change management processes and procedures in accordance with Scania’s global standards.
• Coordinate and facilitate change advisory board (CAB) meetings.
• Ensure all changes are logged, reviewed, approved, and communicated appropriately.
• Risk and Impact Analysis:
• Conduct risk and impact assessments for proposed changes.
• Develop mitigation strategies for potential risks associated with IT changes.
• Monitor and report on the effectiveness of implemented changes.
• Stakeholder Management:
• Work with IT and business stakeholders to understand change requirements and impact.
• Maintain effective communication channels to ensure stakeholders are informed and engaged throughout the change process.
• Provide training and support to stakeholders on change management processes and best practices.
• Communication and Coordination:
• Communicate effectively with stakeholders, including customers, IT teams, and management, during incident and problem resolution.
• Facilitate post-incident reviews to identify lessons learned and improvement opportunities.
• Coordinate with external service providers to ensure they meet Scania’s incident and problem management standards.
• Continuous Improvement:
• Monitor and report on incident and problem management performance metrics.
• Identify opportunities for process improvements and implement best practices.
• Stay current with industry trends and advancements in incident and problem management.
• Identify and implement opportunities for process improvements within the change management function.
• Analyze change management metrics to drive continuous improvement.
• Stay current with industry best practices and trends in IT change management.
• Compliance and Governance:
• Ensure incident and problem management processes comply with Scania’s IT governance framework and regulatory requirements.
• Conduct audits and reviews to ensure adherence to incident and problem management procedures.
• Maintain up-to-date documentation of incident and problem management processes.
• Conduct audits and reviews of the change management process to ensure compliance and effectiveness.
• Maintain accurate records and documentation of all changes.
• Education and/or Experience 教育及经验要求
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• At least 3 years of experience in IT change management or a related role. Knowledge, Skills and Abilities
• Strong understanding of ITIL (Information Technology Infrastructure Library) processes and frameworks.
• Proven experience in managing IT changes in a complex and dynamic environment.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and manage multiple priorities. Fluency in English & Mandarin