IT Service Management

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time
Hi

Hope you are doing well

I am
Mehamjot Kaur and responsible for talent acquisition at my company
Abhidi Solution. I want to attract your attention to a job opportunity I am hiring these days for.

In case you are looking for your next gig or just exploring the local job market, the below may be right for you.


About the Opportunity:


Our client is looking to collaborate with talented people for the
Command Center/ Head of Operations and Incident Manager role.


Role Title:
Command Center/ Operations and Incident Manager Lead

Type:
Permanent with HCL Tech

Work Location:
KL, Malaysia

Mode:
Work from Office

About Job Role


Head of Command Center is responsible to lead the teams responsible to oversee the monitoring and operations of IT systems (Infrastructure and/or Applications) to ensure the availability, performance, and security of systems and services.


Lead a team of service desk & monitoring analysts and technicians, coordinating their activities to detect, analyse, and resolve incidents in a timely manner.

Additionally, person will be responsible for implementing and improving monitoring tools, processes, and procedures to enhance operational efficiency and reliability.


Key Responsibility Areas (KRA's)
Heading a team of monitoring analysts and technicians, providing guidance, support, and mentorship to ensure efficient and effective performance.


Incident Detection and Response - Lead the detection, analysis, and resolution of incidents and alerts, ensuring swift and effective response by respective resolver teams to minimize impact on business operations.


Major Incident Management - Major Incident Management function, within Global Production Management provides a follow the sun support model to manage, co-ordinate, service restore and communicate major incidents (P1 & P2).


Ensuring MIM team works effectively during recoveries, helping restore service as priority and leading recoveries end-to-end during weekends or during the week as & when required.

Team is answering the Major Incident Hotline where incidents are reported by technology teams across the organization.


Resource engagement, updating Major Incident Portal (or any other repository that may be available) that includes chronology, lifecycle timings, adding work streams, drafting executive summaries.


Escalation Management - Implement and enforce escalation procedures to ensure timely resolution of incidents and effective communication with stakeholders.

IT Problem and Change Management - Oversee the teams involved in implementation and execution of ITIL Problem and Change Management processes. This is to ensure minimization of business impact due to high severity and/or recurring incidents and implementation of unauthorized / inappropriate changes in IT Environment.

Tool Implementation and Optimization - Evaluate, implement, and optimize monitoring tools and systems to enhance visibility, alerting, and reporting capabilities.

Continuous Service/Process Improvement - Continuously review and improve Command Center & Service Management processes and procedures to increase efficiency, accuracy, and reliability.

Performance Analysis - Analyze monitoring & operations data and metrics to identify trends, patterns, and areas for improvement, and implement corrective actions as needed.

Documentation - Maintain accurate documentation of SOPs i.e. monitoring systems, operational processes, procedures, and configurations for reference and compliance purposes.

Training and Development - Provide training and development opportunities to CC operations team members to enhance their skills and capabilities.

Collaboration - Collaborate with cross-functional teams, including IT operations, security and engineering, to ensure alignment of operational activities with business objectives and requirements.

Quality Assurance - Conduct regular quality assurance reviews of CC Operations and outputs to ensure adherence to standards and best practices.

Qualifications

  • Bachelor's degree, with minimum 12+ years of relevant experience in IT Service & Operations Management.
  • Proven experience in monitoring and operations roles, preferably in a Command Center or NOC environment.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to remain calm under pressure and make sound decisions in highstress situations.
  • Experience with Incident, Problem and Change Management processes and procedures.
  • ITIL or relevant certifications are a plus.

Job Types:
Full-time, Permanent

Pay:
Up to RM16,000.00 per month

Schedule:

  • Day shift
  • Monday to Friday

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