IT Incident Management

1 week ago

Kecamatan Matraman Jakarta, Indonesia Profescipta Full time 120,000,000 - 240,000,000 per year

Job Summary :

Managing daily incident tracking, coordination and recovery, managing system alerts monitoring and ensuring all helpdesk team handling tickets and supporting incident administration management properly.

Job Description:

  • To manage daily incident and coordinate with the respective support and related parties in investigation, impact assessment, recovery action, root cause analysis and permanent solution of an incident.
  • To monitor and track incidents managed by incident management and To ensure that incidents information are collected properly for reference.
  • To handle and manage incidents effetively based on the agreed runbook and ensuring no delays in the overall process. - To liaise and coordinate with regional incident management team and LOBT command center for regional support related incident.
  • To ensure system alerts received by both incident management and helpdesk team are escalated properly and in a timely manner.
  • To prepare any monthly or regular reports for monitoring, health check and regular review.
  • To prepare data request for internal or external purposes including audit, regulator request, etc.
  • To ensure all helpdesk daily administration are running properly and To ensure BAU alignment with incident management team.
  • To ensure helpdesk services level is met and proper reminder is triggered out for any tickets in pipeline

Skill Requirements:

  • Analytical skill
  • Proficient in English both verbal and written
  • Good understanding and having experience on customer/user service handling
  • Strong communication skills, proactive, and attention to detail
  • Experience in responding to request for technical assistance in person, via available channels
  • Experience in issue analysis and redirecting tickets to appropriate support resources
  • Experience in coordinating and communicate between related parties during incident
  • Experience in identifying and escalate situations requiring urgent attention
  • Experience in preparing documentations, reports and presentation
  • Experience in tracking and perform follow up to respective parties
  • Having experience in incident management role is preferred
  • Having IT related education background is preferred

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