Senior Incident & Change Engineer (Ref: JDB - 589)

Job Scope

The position is responsible for ensuring the stability and reliability of IT services by managing incidents and changes implementation in a controlled manner. This role requires strong analytical skills in reviewing the post-incident follow-up and pre-change implementation, adherence to ITIL best practices, and collaboration with cross-functional teams to minimize operation disruption to business and services and maintain compliance with internal processes and procedures and external industrial standards.

Key Responsibilities

• Incident Management

  • Manage IT system and infrastructure incidents within agreed KPIs and SLAs.
  • Co-work with internal owner for incident report, root cause analysis and implement of preventive and improvement measures.
  • Communicate effectively with stakeholders during major incidents.
  • Host Incident Review Board for critical incident follow-up and lesson learnt.

• Change Management

  • Manage IT system and infrastructure change requests within agreed KPIs and SLAs.
  • Monitor and review all change requests with proper governance and approval.
  • Maintain accurate documentation for all change requests.
  • Host Change Advisory Board for critical change request review and approval.

• Continuous Improvement

  • Conduct post-incident and post-change reviews and identify improvement opportunities.
  • Contribute to process optimization and automation initiatives.

• Compliance & Reporting

  • Adhere to ITIL framework and organizational security standards.
  • Prepare incident and change reports for management review.

Job Requirements

• Bachelor’s degree in IT, Computer Science, or related field.
• 8+ years of experience in IT operations, incident, or change management.
• Experience with ITSM tools (e.g., ServiceNow, Remedy).
• Strong knowledge of ITIL processes.
• Proficiency in root cause analysis and change implementation plan.
• Familiarity with network & cloud platforms and infrastructure.
• Certifications: ITIL Foundation, CCNA, JNCIA or relevant.
• Excellent communication and stakeholder management skills.

Benefits:

• Hybrid work model - 2 days' work from home
• 16 days Annual Leave
• Performance Bonus
• 14 weeks full-paid Maternity Leave
• Birthday Leave
• 5 days Paternity Leave
• With medical & dental benefits

We offer rewarding career with attractive remuneration package to the right candidate. Interested parties please send full resume with your availability, present and expected salary, and quoting reference number attention to Talent Acquisition team by clicking Apply Nowbutton.

Only short-listed candidates will be notified.

We are an equal opportunity employer and welcome applications from all qualified candidates. Information provided by applicants will be treated in strict confidential and will only be used for recruitment related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer personal data policies.
All information on unsuccessful candidates will be deleted from our files within 12 months.