Incident Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tentacle Technologies MSC Sdn. Bhd Full time

JOB PURPOSE:

  • To manage the Incident & Problem Management functions to ensure quick restoration for systems and services for the business entities.
  • To facilitate Service Management in their efforts to increase the maturity of the IT Service management processes from the perspective of Incident & Problem Management
  • To coordinate strategic planning's to develop and humanize IT services in line with the leadership's aspirations to increase customer satisfaction by building lasting relationships in delivering quality service with the aim to meet if not exceed the user's expectations.

PRINCIPLE ACCOUNTABILITIES:

Incident & Problem Management:

  • To manage & deliver the incident management functions & capabilities in order quickly restore impacted services
  • Manage timely incident/user queries and resolution to deliver value (maximize systems availability, improve service levels, optimize costs, improve convenience and satisfaction) to external and internal customers
  • To manage and coordinate Service Restoration Teams during major incidents to allow for a quicker resolution.
  • Ensure timely communication to relevant stakeholders on the progress of major incidents
  • Manage user's escalation and drive IT partners to resolve the problem
  • Plan, review and manage Incident Severity Classification / Categorization
  • Manage timely incident escalations to Senior IT Management team
  • Manage plans for health checks to gauge and manage customer satisfaction
  • To manage & execute the problem management phases & life cycle to assist in Root Cause Analysis.
  • To derive permanent solutions & improvements via post incident investigations, testing, simulations, implemented via controlled changes.
  • To create and manage knowledge to improve future incident handling and resolution.
  • To manage problems and risks identified within the environment.
  • To manage Known Errors and its related solutions and fixes.
  • Facilitate in managing the audit process to identify potential process gaps
  • Plan and coordinate Service improvement initiatives
  • To perform regular review for Incident & Problem Management processes for improvements
  • Special Response Team (SRT) initiation and engagement of SMEs within the stipulated time.
  • Notification of incident details to stakeholders must be prompt with clear details.
  • Proper understanding of the incident's nature in order to drive the incident efficiently to resolution.
  • Report must be prepared within agreed timeframe to initiate the Technical RCA/Biz RCA process.
  • Timely in producing Tier1 transaction reports for Government Pay Day & other critical events.
  • To ensure all the high severity tickets are updated correctly in HPSM tools.
  • To contribute in periodic Incident & Problem Management process review.
  • To manage the Knowledge obtained in the investigation process. i.e SOPs, Workarounds.
  • To identify potential Known Errors as part of RCA process and its related measures.

Communications Management:

  • Manage timely escalation of issues and updates to CTO/CIO and other management committees.
  • Proactive engagement with internal and external regulatory parties such as elected auditors, BNM, Bursa Malaysia and Management Committees like GITSC, TISC and MRC for a stable and compliant IT operations.
  • Manage strategies to humanize IT services in line with Leadership aspirations & directions.
  • Knowledge sharing.

User Satisfaction Management:

  • Manage Technology Incident Escalations to ensure users issues are handled effectively.
  • Build and maintain relationships with business partners to increase Business / IT alignment.

Qualification:

  • Degree in the field of Information System/Computer Science
  • Practitioner Certificate in Service Management (desirable)
  • ITIL Foundation certified (desirable)
  • More than 3yrs work experience in IT field.

Salary:
RM4, RM8,500.00 per month

Schedule:

  • Early shift

Ability to commute/relocate:

  • Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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