ITSM Incident & Problem Analyst - Hybrid/Remote

Houston Skilled Consultancy; Singapore; Hybrid; SGD 60.000 - 90.000; Vollzeit

Zusammenfassung

Houston Skilled Consultancy is seeking an IT Service Management Analyst to support incident and problem processes, improve service delivery, and ensure SLA adherence. You will collaborate with IT operations, service desk, and business stakeholders to investigate issues, perform RCAs, and implement preventive actions.

The role emphasizes data-driven analysis, clear communication, and cross-functional coordination in a fast-paced IT environment.

Qualifikationen

• Bachelor's degree or equivalent practical experience in IT-related field.
• Working knowledge of IT service management concepts, especially incident and problem management.
• Familiarity with ITIL and its application to service operations.
• Experience with incident classification, prioritization, escalation, resolution tracking, and SLA monitoring.
• Knowledge of RCA, known error management, and action tracking.
• Ability to interpret operational reports and translate data into recommendations.
• Familiarity with ITSM tools like ServiceNow, Jira Service Management, or similar.
• Strong written and verbal communication skills.

Aufgaben

• Monitor and coordinate the incident management lifecycle from report to closure.
• Classify, prioritize, escalate, and track incidents based on impact and urgency.
• Coordinate major incident responses with technical teams and stakeholders.
• Review incident trends to identify recurring issues and improvements.
• Identify root causes and drive permanent corrective actions.
• Maintain problem registers, actions, and target completion dates.
• Prepare reports and dashboards on incidents, problems, and performance.
• Collaborate with change management to implement fixes through standard controls.

Kenntnisse

IT service management

Incident management

Problem management

Root cause analysis

SLA monitoring

Communication

Documentation

Analytical thinking

Ausbildung

Bachelor's degree in IT/CS/IS/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

Jobbeschreibung

Houston Skilled Consultancy is seeking an IT Service Management Analyst to support incident and problem processes, improve service delivery, and ensure SLA adherence. You will collaborate with IT operations, service desk, and business stakeholders to investigate issues, perform RCAs, and implement preventive actions.

The role emphasizes data-driven analysis, clear communication, and cross-functional coordination in a fast-paced IT environment.