Incident Manager

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia EPS Ventures Sdn Bhd Full time

Responsibilities:

  • Point of escalation of infra related incident and respond to incident.
  • Plan, coordinate all the activities required to perform, monitor, change request and report base on Singtel's Incident and Problem Management process.
  • Log detailed and accurate information about incidents and maintain comprehensive documentation, including incident details, actions taken, and resolutions.
  • Collaborate with crossfunctional teams and stakeholders to ensure effective incident resolution.
  • Analyse incidents to identify root causes, patterns, or recurring issues. Contribute insights to postincident reviews and collaborate with other teams to prevent similar incidents in the future.
  • Provide feedback on incident management processes and suggest process improvement and efficiency gains.
  • Offer training to TI support team to help prevent and mitigate recurring incidents.
  • Adhere to service level agreements (SLAs) for incident response and resolution.
  • Prepare and present regular reports on service quality metrics and performance to management and other stakeholders.
  • Identifying and managing risks associated with service quality and delivery which includes developing contingency plans and strategies to mitigate potential issues.
  • Support other adhoc duties been assigned.

Job Requirements:

  • Degree in Computer Science / IT or equivalent.
  • Minimum of 4 years' experience in managing IT service delivery.
  • Good in operational experience adopting ITIL best practices, advantageous if ITIL v3 certified.
  • Excellent with MS office Suite for management reporting.
-
Basic understanding of Database, Operating system such as Window, Linux and AIX, Storage system, Network system, Azure systems and AWS clouds
:

  • Able to work on 24 x 7 rotational.
  • Experience in engaging cross functional and technical competency teams.
  • Strong customer focus with a commitment to delivery of quality services.
  • Good in time management and attention to details.
  • Strong investigative, problemsolving skills ability to identify problems and provide solutions

Job Types:

Full-time, Permanent

Salary:

RM5, RM7,000.00 per month

Schedule:

  • Rotational shift

Application Question(s):

  • Able to work on 24 x 7 rotational (Yes/No)? *Require
- what is your expected salary? *Require

Experience:

- managing IT service delivery: 4 years (required)
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