IT Service Delivery and Dr Specialist

3 weeks ago


Bangsar South, Malaysia AEON Credit Service (M) Berhad Full time

To work on the IT service management and operational support handling.
- To manage incidents to resolution in a 24/7/365 environment using the incident management and problem management processes ensuring root cause analysis & prevention is identified.
- To ensure the service level agreements (SLA) are met and serves as a single point of contact for ownership of escalated requests & issues and coordination.
- To assemble, work with and manage organizational vertical and horizontal teams & vendor, needed to support, manage and resolve a major incident.
- To manage the incident reporting and to convene & facilitate major incident and problem review meetings.
- To facilitate and conduct regular Disaster Recovery (DR) exercises.
- To assist in preparing information; create and maintain presentation for BCM Coordinators. Also, to manage the timely completion of BIA & BCP review and update as per schedule.
- To manage the consolidated department Call Tree database and perform the necessary update and testing as per schedule.
- To review and enforce the processes, ensuring documentation is current and practicable.
Slides preparation & analysis and reporting and technical writing skills.
- To perform trend analysis on incidents & problems and provide preventive & countermeasure action.Understanding of end-to-end IT Operations and how IT interfaces with business

**Job Requirements**
- Bachelor’s Degree in Computer Science / Information Technology or equivalent.
- Minimum 8 years of experience in IT or similar environment.
- Possess strong analytical, interpersonal and communication skills.
- Good understanding and working knowledge of ITIL principles.
- Strong hands-on experience in end-to-end incident management especially major incident.
- Strong knowledge of principles and methodologies of Incident and Problem Management.
- Experience in Disaster Recovery exercises and good knowledge in BCM.
- Able to work well with all levels of professionals in an organization.
- Good team player and able to operate independently.
- Experience working in a dynamic, fast-paced environment with strong stakeholder management.
- Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms



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