IT Incident Response & Service Management Analyst

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

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.