Incident Management Officer  

For incident in general:

• Handling escalations of issues associated with incident. Customers may escalate incidents handling at any time.
• Handling and resolving any day-to-day process issues or exceptions.
• Reviewing and conducting a trend analysis on closed incident; identifying and conducting a Root Cause Analysis for any negative trends; defining any required process improvements; and identifying any process compliance issues.

For individual incident:

• Opening an incident record
• Updating the incident record to reflect the current status of the incident
• Assigning the incident to a Incident Resolver
• Analyzing the incident and performing incident determination
• Performing incident recovery
• Developing a permanent solution for the incident
• Performing a Root Cause Analysis for the incident
• Implementing the permanent solution
• Closing the incident record

• Candidate must possess at least Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent
• At least 1-3 Year(s) of working experience in the related field is required for this position.
• Excellent understanding of operating systems maintenance
• Require strong analytical & effectively able to troubleshoot & prioritize needs, requirements and other issues
• Have excellent teamwork, ownership, and conflict management skills.
• Must be committed to continuous learning and system development because of the developing nature of technology
• Good in respond to request for technical assistance in person, via phone, electronically.
• Good in research question using available information resources.
• Able to follow standard help desk procedures and log all help desk software.
• Good in redirect problem to appropriate resources.
• Able to identify and escalate situations requiring urgent attention.
• Able to track and route problem and requests and document resolutions.
• Good in prepare activity reports.
• Preferably Staff (non-management & non-supervisor) specialized in IT/Computer - Hardware or equivalent.