job description
Join Willis Towers Watson as a Major Incident Analyst and become a key player in ensuring the resilience and continuity of our global IT operations. In this critical role, you will lead the response to high-impact incidents, minimizing downtime and safeguarding our systems. Based in the vibrant regions of Bali, this position offers a unique blend of professional challenge and work-life balance in one of the world's most sought-after destinations.
As a Major Incident Analyst, you will collaborate with cross-functional teams to diagnose, escalate, and resolve complex technical issues. Your expertise will directly contribute to maintaining the integrity of our IT infrastructure, ensuring seamless service delivery to our clients worldwide. This role is ideal for a proactive problem-solver with a passion for IT service management and a desire to work in a dynamic, globally connected environment.
At Willis Towers Watson, we empower our teams with cutting-edge tools and a culture of continuous improvement. You will have the opportunity to grow your career while enjoying the flexibility of remote or hybrid work arrangements in Bali’s inspiring locales.
Responsibility
- Lead the end-to-end management of major IT incidents, ensuring timely resolution and minimal business impact.
- Coordinate with technical teams, vendors, and stakeholders to diagnose root causes and implement corrective actions.
- Document incident details, actions taken, and post-incident reviews to drive process improvements.
- Monitor IT systems and proactively identify potential risks to prevent future incidents.
- Escalate critical issues to senior management with clear, concise communication and actionable insights.
- Develop and maintain incident management procedures, playbooks, and best practices.
- Collaborate with global teams to ensure 24/7 incident response coverage and knowledge sharing.
- Participate in regular training and drills to enhance incident response capabilities.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in IT operations, incident management, or a similar role.
- Strong understanding of ITIL frameworks, particularly Incident and Problem Management.
- Experience with incident management tools (e.g., ServiceNow, Jira, or similar platforms).
- Excellent analytical and problem-solving skills with a focus on root cause analysis.
- Ability to work under pressure and manage high-stress situations with composure.
- Strong communication skills, both written and verbal, for stakeholder management.
- Certifications such as ITIL v4, CompTIA, or similar are a plus.