Major Incident Manager

2 months ago

Cyberjaya, Malaysia Nasstar Full time

**WE’RE RECRUITING**

As one of Cyberjaya's fastest growing MSPs, we’re on the lookout for a** Major Incident Manager**

**Location**:Cyberjaya, Malaysia

**Salary**:Competitive Base + Benefits

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

**Hours**: 40 hours per week, following a **24/7 Shift Rota** covering Monday-Friday plus Weekends & On-call

An opportunity has come live to join our Service Assurance teams in Global Services as a Major Incident Manager.

You will be part of the Major Incident management team performing 24/7 coverage for our Managed Services customers.

You will have ownership of the overall high priority incidents within Nasstar, assisting in coordinating the business response to incidents by proactively communicating with and updating customers, engineers, and key stakeholders.

Your key role would be to ensure the business responds appropriately and effectively to issues both present and future, driving high priority, major incidents or Major Service Outages (MSO).

Due to the nature of the role, there is a requirement to be part of the 24/7 Shift Rota covering Mornings, Afternoons, Nights and Weekends. There is also the requirement for On-call availability during out of hours to manage critical customer escalations or major incident.

**Responsibilities**:

- Incident Management: Manage any Major incidents or MSO to ensure timely restore or resolution
- Contribute to the incident driving from a technical point of view as well as process
- Strong management skills to drive these incidents with the assistance from engineers and stakeholders
- Be the link between the technical team and internal stakeholders
- ITIL Process Management: Good understanding of ITIL Framework with the purpose of driving Problem, Change & Incidents topics within the QA department
- Able to swap hats at a moment’s notice to provide advice to fellow Change Managers, Problem Managers & Incident Managements
- Team Management: Able to act as an effective deputy to the Quality Assurance Manager and can take over his responsibilities in his absence. This includes ad-hoc tasks related to the department as well as ad-hoc tasks required by Senior Management
- Act as the most senior member of the team, aside from the Quality Assurance Manager
- Accountable and responsible in day-to-day tasks and deliverables and understands the importance of his/her job
- Flexible and able to make self-available on par with the urgency of the issue. A point of reference & escalation for all QA team members

**What we are looking for**:

- Proven track record in incident driving abilities and experience
- Experience in managing ITIL processes
- Level 3 Technical Experience (in any IT field)
- Excellent People Management & Stakeholder Management skills
- Experience in reporting and dashboard creation
- Strong Interpersonal skills
- Report Writing Skills (Reporting and Data)
- High level of commitment & sense of responsibility
- Technically oriented to understand technical issues & propose solutions
- Technical Certifications: Servers, Virtualization, Backup, or any other technology

**What you can expect from us in return**

At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:

- **Holiday**: 20 days’ holiday, plus bank holidays
- **Medical Insurance Enrolment**: Will take place after probation is passed
- **Top tech**: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
- **Shift, Travel & Parking Allowance**: RM 950 allowance per month
- **Overtime**: All staff are eligible for overtime (if required)
- **Training**: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
- **Office Location & Environment**: Working in a modern new office with good facilities in the immediate location

**Why choose a career with **Nasstar?**

Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.

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