IT Incident Manager

Key Responsibilities:

• Proactively manage major incidents, overseeing the full process from detection through to resolution.
• Organize bridge calls with appropriate teams during significant incidents and potential critical situations.
• Ensure high-quality management of Jira tickets, from their creation to final closure.
• Conduct regular follow-ups on open tickets as required.
• Lead the Post Incident Review (PIR) process and compile the Incident Report.
• Stay informed about production activities and assess the impact of project deployments and change implementations on both technical and business KPIs.
• Collaborate with team leads and managers to foster a culture of continuous improvement within their teams.
• Work in conjunction with Application Support to swiftly identify issues requiring escalation to development or technical teams.
• Guarantee timely and precise incident advisories are communicated effectively.
• Provide prompt updates to Senior Management regarding the status of major incidents.
• Collaborate with the Change implementation team to uphold Global Maintenance Policies in the Event Management System, ensuring alerts are suppressed during scheduled or emergency maintenance.
• Advise or work alongside managers and leads to create, update, or maintain Alert Policies or Rules within the Event Management System, based on integration needs and their triggers/priorities.
• Coordinate investigations for both major and minor incidents utilizing JIRA.
• Manage Service Management and various ticketing platforms associated with provider partners.
• Ensure a comprehensive handover of issues and activities to the next shift for seamless continuity.
• Uphold the Code of Conduct and perform administrative responsibilities of Team Lead.

Skills and Qualifications:

• Bachelor's degree in computer science or a related technical discipline.
• Proven experience in Incident Management, Change Management, and Problem Management processes.
• Familiarity with ITIL methodologies, end-to-end support, and related practices. Proficient in communication tools and platforms such as Slack, Statuspage, Skype, and others.
• Experience with event management systems and monitoring tools for networks, infrastructure, and applications.
• Highly proactive, self-driven, and capable of working independently.
• Able to handle a demanding workload while maintaining speed and accuracy under pressure.
• Excellent business communication skills, both verbal and written.
• Adaptable to a fast-paced, multicultural work environment.
• Strong people management and organizational abilities.
• Analytical thinker with the capacity to exercise sound judgment in various situations.

Compensation Package:

• Competitive Basic Salary.
• Performance-based bonus for eligible staff.
• 15 days of Annual Leave.
• 14 days of Medical Leave.
• Comprehensive medical and hospitalization coverage.

Experience Level:

• Mid-Senior Level

Location:

• Kuala Lumpur, WP, Malaysia.

Job Type:

• Full Time.