This is a contract based role (12 months renewable upon performance).
Location: Bangsar, Kuala Lumpur
The IT Incident Manager role involves ensuring that the business operations and IT services are available and running smoothly 24x7. Any disruptions or outages that occur in Production systems must be handled accordingly based on the major incident management process, where relevant teams are gathered for the fast investigation and resolution, and accurate information is communicated to the stakeholders.
Key accountabilities:
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Logging all incidents and their resolution to see if there are recurring incidents.
- Maintains quality handling of Incidents tickets, from creation to closure. Constant follow up on open tickets as necessary.
- Awareness on any production activities, and understand the impact of all project deployment and change implementation on both technical and business KPIs.
- Facilitate the PIR or Post Incident Review and write the Incident Report.
- Awareness on any production activities, and understand the impact of all project deployment and change implementation on both technical and business KPIs
- Ensure concise and accurate incident advisories are sent on time.
Key activities:
- Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
- Prioritizing incidents according to their urgency and influence on the business.
- Maintains quality handling of Incidents tickets, from creation to closure. Constant follow up on open tickets as necessary.
- Ensure timely updates to the Senior Management about the progress of the major incidents.
Requirements:
- Bachelor's in Information Technology or any relevant fields
- Working experience of 6 to 10 years
- Relevant experience in Incident Management, Change and Problem Management Process.
- Experienced in ITIL methodologies, end-to-end support and/or related practice.
- Exceptional business communication skill in speaking and writing
