Incident & Change Engineer

Job Scope The position is responsible for ensuring the stability and reliability of IT services by managing incidents and changes implementation in a controlled manner. This role requires strong analytical skills in reviewing the post-incident follow-up and pre-change implementation, adherence to ITIL best practices, and collaboration with cross-functional teams to minimize operation disruption to business and services and maintain compliance with internal processes and procedures and external industrial standards. Key Responsibilities - Manage IT system and infrastructure incidents within agreed KPIs and SLAs. - Co-work with internal owner for incident report, root cause analysis and implement of preventive and improvement measures. - Communicate effectively with stakeholders during major incidents. - Manage IT system and infrastructure change requests within agreed KPIs and SLAs. - Monitor and review all change requests with proper governance and approval. - Maintain accurate documentation for all change requests. - Host Change Advisory Board for critical change request review and approval. - Conduct post-incident and post-change reviews and identify improvement opportunities. - Adhere to ITIL framework and organizational security standards. - Prepare incident and change reports for management review. Job Requirements - Bachelor’s degree in IT, Computer Science, or related field. - 8+ years of experience in IT operations, incident, or change management. - Experience with ITSM tools (e.g., ServiceNow, Remedy). - Strong knowledge of ITIL processes. - Proficiency in root cause analysis and change implementation plan. - Familiarity with network & cloud platforms and infrastructure. - Certifications: ITIL Foundation, CCNA, JNCIA or relevant is preferred. - Excellent communication and stakeholder management skills. - Candidates with extensive experience will be considered as Senior Engineer