IT Incindent Engineer L2

The IT Incident Officer is responsible for monitoring IT systems, handling incidents that affect customer services, and ensuring proper documentation and reporting. This role helps maintain system availability, supports operational teams, and coordinates with other units to resolve incidents quickly and effectively.

Key Responsibilities :

• Monitor IT systems proactively and respond to alerts or issues.
  
• Handle incident reports from Customer Service/Call Center within SLA.
  
• Escalate recurring or complex issues to Problem Management.
  
• Prepare incident reports, including real-time reporting for critical incidents.
  
• Document all incidents clearly and store them for reference and compliance.
  
• Support scheduled batch jobs and manual jobs.
  
• Work with internal teams and vendors to ensure smooth service recovery.

Requirements :

• Bachelor’s degree in Computer Science, Information Systems, or related field.
  
• 1–3 years of experience in IT Support, IT Operations, or Incident Management.
  
• Basic knowledge of Incident Management (ITIL Foundation is a plus).
  
• Familiar with ticketing systems, SLA, and monitoring tools.
  
• Good communication and teamwork skills.
  
• Willing to work on shift/rotation basis to support 24/7 operations.
  
• Problem-solving mindset and ability to work under pressure.