ITRT Major Incident Analyst
On-site · George Town, Penang, Malaysia
Job Summary
Major Incident Analyst responsible for managing the lifecycle of Major Incidents (MIs) and coordinating cross-functional technical teams to ensure rapid resolution and minimized business impact. Leads incident communications, drives service restoration, facilitates root cause analysis, implements corrective and preventive actions, and provides incident trend reporting. Requires ITIL experience, 24x7 on-call availability, strong stakeholder communication, and ability to operate in a fast-paced environment within Abbott’s Malaysia BTS team.
Required Qualifications
- Bachelor’s degree in Information Technology or a related field, or equivalent work experience
- Minimum 2–3 years of relevant experience in incident management or IT service operations
- Strong understanding of ITIL processes (Incident, Major Incident, Problem, Change Management)
- Experience working in a 24x7 environment with on-call duties
- Proven experience managing Major Incidents and leading root cause investigations
- Excellent written and verbal communication skills
- Ability to engage stakeholders at all levels
- Detail-oriented and able to work under high-pressure situations
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