Incident Analyst

5 days ago

Bangsar South, Malaysia EPS Ventures Sdn Bhd Full time

**Exciting Opportunity: Join Our Team as a Service Quality Analyst - Incident Manager**

**Location**: KL Gateway (Bangsar South)

**Employment Type**: Full-time

**About Us**:
At our company, we believe in fostering a vibrant, diverse, and inclusive workforce where every individual's unique background and perspective contribute to our success. We uphold non-discriminatory practices and cultivate a collaborative culture based on fairness and performance excellence.

**Position Summary**:
As a Service Quality Analyst - Incident Manager (SQA-IM), you'll be instrumental in ensuring seamless service delivery, maintaining high-quality standards, and enhancing stakeholder satisfaction. This role offers an opportunity to continuously refine processes to align with industry best practices, driving operational efficiency and excellence.

**Key Responsibilities**:

- Serve as the primary escalation point for infrastructure-related incidents, ensuring swift response and resolution.
- Plan, coordinate, and oversee all activities related to incident management, adhering to established processes and standards.
- Maintain detailed incident records, documenting actions taken and resolutions achieved with precision.
- Collaborate closely with cross-functional teams and stakeholders to facilitate efficient incident resolution and effective communication.
- Analyze incidents to identify root causes and recurring issues, contributing insights to post-incident reviews and prevention strategies.
- Provide valuable feedback on incident management processes, recommending improvements for enhanced efficiency and effectiveness.
- Conduct training sessions for the Technology Infrastructure (TI) support team to prevent and mitigate recurring incidents, fostering continuous learning and improvement.
- Ensure compliance with service level agreements (SLAs) for incident response and resolution, striving for excellence in service delivery.
- Prepare and deliver regular reports on service quality metrics and performance to management and stakeholders, offering actionable insights for continual improvement.
- Identify and manage risks associated with service delivery, proactively developing contingency plans and strategies to mitigate potential issues.

**Job Requirements**:

- Bachelor's degree in Computer Science or IT, or equivalent qualification.
- Minimum of 4 years' experience in IT service delivery management, with a strong understanding of incident management principles.
- Proficiency in ITIL best practices; ITIL v3 certification is a plus.
- Excellent command of MS Office Suite for comprehensive management reporting.
- Basic understanding of databases, operating systems (Windows, Linux, AIX), storage systems, network systems, and cloud platforms (Azure, AWS).
- Willingness to work on a 24x7 rotational basis, demonstrating flexibility and dedication to operational excellence.
- Experience in engaging cross-functional and technical teams, with strong communication and interpersonal skills.
- Customer-focused mindset with a commitment to delivering high-quality services and exceeding stakeholder expectations.
- Strong problem-solving skills with the ability to analyze complex issues and propose effective solutions.

Join our dynamic team and be part of a culture that values excellence, collaboration, and continuous improvement.

**Job Types**: Full-time, Permanent

**Salary**: Up to RM8,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus

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