Incident & Change Engineer

NTT Com Asia; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

NTT Com Asia is seeking an experienced IT Senior Engineer to ensure stability and reliability of IT services by managing incidents and changes in a controlled manner. The role demands strong analytical skills for post-incident reviews and pre-change implementations, ITIL compliance, and cross-functional collaboration to minimize service disruption.

Responsibilities include managing incidents and change requests within KPIs and SLAs, conducting root cause analysis, hosting CAB for critical

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 8+ years of IT operations, incidents, or change management experience.
• Experience with ITSM tools such as ServiceNow or Remedy.
• Strong knowledge of ITIL processes.
• Proficient in root cause analysis and change implementation planning.
• Familiarity with network and cloud platforms.
• ITIL Foundation, CCNA, JNCIA or relevant certifications preferred.
• Excellent communication and stakeholder management skills.
• Candidates with extensive experience will be considered as Senior Engineer.

Responsibilities

• 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.
• 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.
• Conduct post-incident and post-change reviews and identify improvement opportunities.
• Adhere to ITIL framework and organizational security standards.
• Prepare incident and change reports for management review.

Skills

Incident management

Change management

ITIL

Root cause analysis

Stakeholder management

Education

Bachelor's degree in IT

Tools

ServiceNow

Remedy

Job description

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

• 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.
• 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.
• Conduct post-incident and post-change reviews and identify improvement opportunities.
• 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 is preferred.
• Excellent communication and stakeholder management skills.
• Candidates with extensive experience will be considered as Senior Engineer