Incident and Problem Management
1 week ago
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
**Job Type**: Contract
Contract length: 12 months
Pay: RM4,500.00 - RM6,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Day shift
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Incident management: 3 years (required)
- Change management: 2 years (required)
Application Deadline: 07/05/2024
Expected Start Date: 07/15/2024
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