Deskripsi Pekerjaan
Join AIA Digital+ as a Lead Analyst specializing in Incidents and Problem Management, where you'll play a pivotal role in ensuring the stability and efficiency of our IT infrastructure. As a key member of our team, you'll be responsible for overseeing the end-to-end management of IT incidents, identifying root causes of recurring problems, and implementing effective solutions to prevent future occurrences.
We are seeking a seasoned professional with a deep understanding of ITIL processes, particularly in Incident Management, Problem Management, and Change/Release Management. Your expertise will be crucial in minimizing service disruptions, improving system reliability, and enhancing the overall user experience for our clients and internal stakeholders.
In this role, you'll collaborate with cross-functional teams, analyze complex technical issues, and develop strategic approaches to mitigate risks. If you're passionate about IT service excellence and thrive in a dynamic environment, we invite you to apply and contribute to our digital transformation journey.
Tanggung Jawab
- Lead and coordinate the incident management process, ensuring timely resolution and communication
- Conduct in-depth root cause analysis for complex incidents and recurring problems
- Develop and implement problem management strategies to prevent future incidents
- Oversee change and release management processes to ensure smooth deployment of IT services
- Generate comprehensive reports and metrics on incident trends and resolution effectiveness
- Collaborate with IT teams to implement proactive monitoring and preventive measures
- Mentor junior analysts and provide guidance on best practices in incident and problem management
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum of 5 years of experience in IT operations, with at least 2 years in incident and problem management
- ITIL Foundation certification or equivalent IT service management qualification
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication and interpersonal skills for effective stakeholder management
- Experience with IT service management tools and platforms
- Knowledge of IT infrastructure, networks, and system administration
- Ability to work under pressure and manage multiple priorities in a fast-paced environment