IPC Coordinator / ITSM Analyst

Job Summary

Responsible for overseeing the Incident, Problem, and Change Management processes to ensure IT service disruptions are minimized, root causes are identified and eliminated, and changes are implemented in a controlled and compliant manner. The role acts as a central coordination point between service desk, technical teams, vendors, and business stakeholders to maintain service stability and achieve SLA targets.

Incident Management

• Monitor and manage incident queues to ensure SLA compliance.
• Coordinate Major Incident responses and stakeholder communications.
• Escalate high-priority incidents to relevant support teams and management.
• Conduct incident reviews and prepare incident reports.
• Track incident trends and recommend improvement actions.

Problem Management

• Analyze recurring incidents and identify root causes.
• Create and manage Problem Records and K...