IT Service Operation Senior Analyst

EPF Malaysia; Petaling Jaya; On-site; MYR 100,000 - 120,000; Full time

Job summary

A leading government agency in Malaysia seeks an IT Service Operation Senior Analyst to manage incident lifecycles and lead Major Incident responses. Candidates should have 6-7 years of experience in IT, a degree in Computer Science or related field, and strong knowledge of the ITIL framework. This permanent position requires proven communication skills and familiarity with ITSM tools. Applications are confidential, with only shortlisted candidates contacted.

Qualifications

• Strong understanding of ITIL framework and IT Operations activities.
• 6-7 years of experience in IT, particularly in incident management roles.
• ITIL Foundation certification required, with Intermediate preferred.

Responsibilities

• Manage incidents based on ITIL processes ensuring SLAs are met.
• Lead Major Incident response efforts for rapid service restoration.
• Own and maintain the Incident Management process and compliance.

Skills

ITIL framework understanding

Analytical skills

Communication skills

Agile methodologies

DevOps practices

Education

Degree in Computer Science/Information Technology

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

JOB DESCRIPTIONS

IT Service Operation Senior Analyst

ROLES AND RESPONSIBILITIES

Operational IT Incident Management

1. Manage the full lifecycle of incidents based on ITIL processes to ensure accurate logging, categorization, prioritization, escalation, and resolution.
2. Ensure incidents are resolved within agreed SLAs and service restoration is prioritized based on business impact.
3. Maintain complete and accurate documentation throughout the incident lifecycle.
4. Confirm service availability post-resolution and ensure proper closure of incident records.

Major Incident Management Support

1. Lead and coordinate Major Incident response efforts, ensuring rapid service restoration and minimal business disruption.
2. Form and manage cross-functional resolution teams or management bridges during Major Incidents.
3. Ensure timely escalation to appropriate technical and management levels based on impact and recovery estimates.
4. Manage stakeholder communications during Major Incidents, including status updates, notifications, and post-incident reviews.
5. Ensure all relevant parties are engaged and escalation paths are followed effectively.
6. Provide accurate and timely updates to internal and external stakeholders, including senior management.
7. Facilitate post-Major Incident analysis and contribute to Problem Management for root cause identification and preventive actions.

Process Ownership & Governance

1. Own and maintain the Incident Management process, ensuring alignment with ITIL standards and organizational goals.
2. Define and document process policies, procedures, workflows, and roles.
3. Monitor process compliance across teams and drive corrective actions where necessary.
4. Conduct regular process reviews and maturity assessments to identify and implement improvements.
5. Ensure integration of Incident Management with related ITIL processes such as Problem, Change, and Service Request Management.

Stakeholder Engagement & Communication

1. Act as the central point of contact for incident-related matters and process governance.
2. Collaborate with Service Desk, support teams, and other ITIL process owners to ensure seamless operations.
3. Communicate process updates, performance metrics, and incident trends to senior management and stakeholders.
4. Lead training and awareness programs for IT staff and business users on incident handling and process adherence.

Reporting & Continuous Improvement

1. Define and track KPIs and metrics to measure incident performance and process effectiveness.
2. Analyze incident trends and root causes to identify areas for improvement.
3. Produce regular reports and dashboards for management and stakeholders.
4. Drive automation and optimization initiatives using ITSM tools and best practices.
5. Training and awareness
6. Develop and deliver training programs to educate staff on incident management procedures and best practices.
7. Knowledge sharing with IT LO group, Department and Branch staff on ticketing tool (Incident and Service Request)
8. Perform other duties as required or directed by Management from time to time

Audit & Compliance

1. Ensure the Incident Management process meets internal audit and regulatory compliance requirements.
2. Provide documentation and evidence for audits and assessments.
3. Implement controls to mitigate risks associated with incident handling.

Service Operations Support role:

1. Act as secondary backup for Problem Management, including Root Cause Analysis (RCA).
2. Serve as tertiary backup for Service Request Management when the primary role is unavailable.

Generic Service Management Roles and Responsibility:

1. Carry out the roles and responsibilities as referred to in the ‘Roles and Responsibilities’ section of the ITIL document, based on the roles assigned to staff referring to the ‘Role Assignment’ section of the relevant document.
2. Assist in the coordination and management of scheduled activities involving the user department:
3. IT Disaster Recovery Simulation Activities
4. Other activities involving users – branch engagement (e.g. DEP, DAT)
5. Support any ad-hoc data extraction for ITIL related reporting and audit purpose
6. Collect feedback and views from the aspects of applications, infrastructure & IT security from the relevant departments and sections for the information of users.
7. Perform other duties as required or directed by Management from time to time.

JOB REQUIREMENTS

1. Degree in Computer Science/ Information Technology (IT) or equivalent qualifications.
2. Degree CGPA 3.0 and above.
3. At least 6-7 years of experience in IT or a related field, and of Enterprise level information systems with at least 5 years in incident or or other ITIL process management roles.
4. Strong understanding of ITIL framework and IT Operation activities; ITIL Foundation certification required (Intermediate or Expert preferred). At least ITIL Intermediate v3 or 4 Certified.
5. Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Jira Service Management).
6. Basic understanding about the IT Service Desk functions and other level IT Technical Support functions
7. Proven track record of communicating with internal and external senior/executive personnel
8. Experience in customer-facing roles and supporting multiple external clients.
9. A working knowledge of the outsourcing environment and IT Industry.
10. Strong analytical and decision-making capabilities.
11. Familiarity with DevOps practices and tools.
12. Understanding of Agile methodologies and experience working in Agile environments.
13. Knowledge of infrastructure, applications, and IT security domains.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.