Incident Management Analyst, Group Technology

Hong Leong Bank; Malaysia; On-site; MYR 72,000 - 96,000; Full time

Job summary

Hong Leong Bank is seeking an Incident Management Analyst to coordinate and restore IT services, including major incidents, while supporting daily IT service management activities. A diploma in Computer Science or related field and 2–3 years in IT/Service Management are required.

You will collaborate with IT teams, staff, and external vendors to ensure timely resolutions, produce incident reports, and drive service improvements through clear communication and analytical insights.

Qualifications

• Diploma in Computer Science or related field
• 2-3 years’ experience in IT/Service Management
• Good verbal and written communication skills
• Proficiency in MS Office reporting and analytics
• ITIL Foundation certification desirable

Responsibilities

• Coordinate and restore a failed IT Service as quickly as possible
• Determine if an incident needs escalation based on priority/severity
• Escalate unresolved incidents with support
• Serve as point of contact for major/significant impact incidents
• Maintain incident reporting procedures as per the Incident Management process
• Perform incident trending analysis and reporting for management
• Record improvement areas and action items; support service documentation and improvement initiatives

Skills

Communication skills

Independent worker

Analytical mindset

Education

Diploma in Computer Science or related field

Tools

MySQL

Unix

Windows (Wintel)

Job description

If you are looking to excel and make a difference, take a closer look at us… Overview: Supports the service delivery of the information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staffs within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction. The incumbent shall ensure that staffs/users benefit from his/her expertise through the services, advices and recommendation. The Incident Management Analyst primary responsibility is to coordinate/record major and significant impact incidents with relevant support team. To also be able to assist IT Service Management in day to day operations. The incumbent must also at all times be helpful, courteous and tactful when dealing with high level profiles. The candidate must be of at least 2-3 years’ experience in IT/Service Management.

Responsibilities

• Coordinate and restore a failed IT Service as quickly as possible
• Determines if an incident needs to be escalated according to priority and severity of the issue
• Escalate unresolved incidents/escalation with support
• Point of contact for major/significant impact Incidents
• Responsible to carry out the respective reporting procedure as per the Incident Management procedure
• Perform incident trending analysis and reporting for management
• Understand the issue and record all the possible improvement areas, action items
• Supports services documentation and service improvements initiatives ensuring information is being updated/fulfilled timely with adequate analysis, controlled and information of these documents are available when needed

Skills & Experience We Are Looking For

• Essential Min Diploma in Computer Science or related field
• 2-3 Year working experience in IT field
• Knowledge in Microsoft Office on reporting analytics and presentations
• Good verbal, written communication skills and the ability to work independently with minimal supervision
• Desirable Knowledge in Networking, application MySQL, Unix and Wintel
• ITIL Foundation certified

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Hong Leong Bank ("HLB") stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.