Incident, Problem and Change Management (IPC) Analyst

Qualification

Bachelor''s degree in Computer Science or related field or higher with minimum 3 years of relevant experience. Incident, Problem and Change Management (IPC) AnalystPosition Description1. Incident Management

Responsibilities

• Incident Logging & Categorization: Record incidents accurately, classify them by type, and assign priority based on impact and urgency
• Diagnosis & Resolution: Investigate issues, apply workarounds or fixes to restore normal service as quickly as possible
• Communication: Provide timely updates to stakeholders and users throughout the incident lifecycle
• Closure & Documentation: Validate resolution with the user, close the incident, and document details for future reference
• Post-Incident Review: Participate in reviews to identify improvement opportunities and prevent recurrence
• Problem Management

Responsibilities

• Root Cause Analysis: Investigate underlying causes of recurring incidents using structured techniques
• Known Error Database Maintenance: Document known errors and workarounds for quicker resolution in the future
• Proactive Problem Management: Identify potential issues before they become incidents and recommend preventive measures
• Coordination: Work with other IT teams to implement permanent fixes and reduce incident volume
• Change Management Responsibilities
• Change Request Evaluation: Assess proposed changes for risk, impact, and alignment with business needs
• Planning & Scheduling: Ensure changes are implemented with minimal disruption to services
• Compliance & Documentation: Maintain records of all changes, approvals, and outcomes for audit and governance
• Coordination with CAB (Change Advisory Board): Present changes for approval and communicate decisions to stakeholders

[Key Skills for IPC Analyst

• Strong understanding of ITIL processes and service lifecycle
• Analytical and problem-solving skills for root cause analysis
• Communication and stakeholder management
• Familiarity with ITSM tools (ServiceNow, Remedy, etc)
• Ability to work under pressure and prioritize tasks effectively

Skills: