Incident Manager

4 weeks ago

Kuala Lumpur, Malaysia Fujitsu Full time

**Roles & responsibilities**:

- Process Management
- Ensuring the process is executed appropriately at each described step.
- Ensuring the appropriate inputs/ outputs are being produced
- Delivery of the process related trainings
- Ensuring process awareness in the Team, Business Units and other Process Teams
- Process creation
- Escalation process creation and management
- Acting as an escalation point for all process related issues
- Participates in new customer transition/ existing customer exit
- Leads the process execution
- Performance reporting
- Process automation, continuous improvements
- Process Team management
- Service Process Manager/ IT Operation Team Manager/ IT Operations Manager/ Service Delivery Manager assistance
- Producing and monitoring process KPI reports
- Ensuring delivery of the KPI agreed level
- Any other IT Service Management task assistance
- Support of any other IT Service Management role task described in the specific role description (example: Problem Management)
- Managing of team members: Process Controllers, Process Administrators depending on process tower structure (performance management, talent management, working time management)
- Participation in obligatory meetings, training courses to which the employer will refer the employee.
- Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above.
- Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them.
- Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations.
- Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department.
- Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements.
- Processing of personal data only to the extent necessary for the proper performance of duties in the position.
- Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through:
a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data;
b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data.
- The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract.

**Skills & Qualifications**:

- Diploma/Degree in IT/Engineering or equivalent.
- 5 years & above experience in IT service delivery, customer service or service desk, with 2 years relevant experience in incident management or process controlling.
- Strong Knowledge of IT infrastructure.
- ITIL Foundation Certificate V3 or V4 is a plus.
- Wide knowledge of the IT Service Management framework
- Experience in a shared services environment will be an asset.
- Excellent communication skills in English. (written/ verbal)
- Ability to spot connections/ dependencies & analytical thinking.
- Fujitsu at a Glance _
- Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. _
- We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu’s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you- At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race,

  • Incident Manager

    3 weeks ago

    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 co-ordinate strategic planning’s...

  • Incident Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Diebold Nixdorf Full time

    Incident Manager Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements...

  • Incident Management Professional

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Xsolla Full time

    Xsolla is a global video game commerce company with a robust and powerful set of tools and services designed specifically for the video game industry.Job SummaryThis role is ideal for individuals passionate about developing their skills in incident management, contributing to incident resolution, and supporting a reliable infrastructure.Key...

  • Incident Management Analyst

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Xsolla Inc. Full time

    Job OverviewXsolla Inc. is a leading provider of video game commerce solutions. We are seeking an experienced Incident Management Analyst to join our Infrastructure team dedicated to ensuring the continuity and efficiency of business operations. This role is ideal for individuals passionate about developing their skills in incident management, contributing...

  • Major Incident Manager

    2 weeks ago

    Kuala Lumpur, Malaysia Johnson Matthey Full time

    Vacancy: Major Incident Manager Location: Kuala Lumpur Job Family: Infrastructure & Operations As the Major Incident Manager, you will lead cross-functional activity and the management of major incidents and resolutions. He or she plans, direct and coordinate activities to drive efficient and effective restoration of services during major incidents. He or...

  • Incident Management Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CIMB Group Holdings Berhad Full time

    Job OverviewCIMB Group Holdings Berhad is seeking an experienced Incident Manager to join our team. As a key member of the IT service management group, you will be responsible for managing and coordinating incident responses to ensure minimal disruption to business operations.The ideal candidate will have a strong background in IT service management, with...

  • Critical Incident Manager

    4 weeks ago

    Kuala Lumpur, Malaysia Diebold Nixdorf Full time

    Critical Incident Manager Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services /...

  • Executive - Incident & Problem Management

    3 weeks ago

    Kuala Lumpur, Malaysia Openwave computing services Pvt Ltd Sdn Malaysia Full time

    Job Title: Executive - Incident & Problem Management Job Summary: The Executive - Incident & Problem Management is responsible for overseeing and managing critical incidents, crises, and other broadly impacting events. This role involves leading incident bridge calls, facilitating real-time information flow, escalating issues to senior management, and...

  • Problem, Incident

    3 weeks ago

    Kuala Lumpur, Malaysia Elabram Systems Full time

    Key Responsibilities - Responding to a reported service incident, identifying the cause, and initiating the incident management process. - Accountable to lead Incident Management by supporting the organization in ensuring and driving continuous/day-to-day improvements - Drive incident recovery by leading and facilitating the engaged team toward recovery of...

  • Critical Incident Manager

    3 weeks ago

    Kuala Lumpur, Malaysia Diebold Nixdorf Full time

    Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements and verifying...

  • Team Lead Incident Management

    3 weeks ago

    Kuala Lumpur, Malaysia AirAsia Full time

    Why AirAsia? Are you ready to take off and be part of the Allstar employee? **Responsibilities** - Proactive co-ordination of incidents involving relevant stakeholders through to resolution and recovery. - Lead and drive based on assignments with joint governance of War Room Management. - Prioritize all incidents based on impact and urgency. - Act as the...

  • Incident Manager

    3 weeks ago

    Kuala Lumpur, Malaysia EPS Ventures Sdn Bhd Full time

    **Responsibilities**: - Point of escalation of infra related incident and respond to incident. - Plan, coordinate all the activities required to perform, monitor, change request and report base on Singtel’s Incident and Problem Management process. - Log detailed and accurate information about incidents and maintain comprehensive documentation, including...

  • Service Quality Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia EPS Ventures Sdn Bhd Full time

    **Responsibilities**: - Point of escalation of infra related incident and respond to incident. - Plan, coordinate all the activities required to perform, monitor, change request and report base on Singtel’s Incident and Problem Management process. - Log detailed and accurate information about incidents and maintain comprehensive documentation, including...

  • Incident Response Manager in AVEVA APAC

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AVEVA Denmark Full time

    Job RequirementsTo be successful in this role, you must have a strong background in cybersecurity, incident response, and digital forensics. You should possess excellent leadership and communication skills, as well as experience working in a fast-paced environment.Responsibilities:Lead and manage technical teams to identify, investigate, and respond to...

  • Incident and Change Expert

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AIA Hong Kong and Macau Full time

    The Incident and Change Expert will be responsible for leading and managing the Incident and Change Management processes to ensure the smooth operation of IT services across AIA.Your key responsibilities will include:Establishing and maintaining incident response procedures, including escalation paths and communication channels.Driving the Problem Management...

  • Incident Response Team Manager

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AVEVA Full time

    Incident Response Team ManagerAVEVA is a global leader in industrial software, providing innovative solutions that optimize engineering, operations, and performance. Our cutting-edge technology enables enterprises to deliver the essentials of life safely, efficiently, and sustainably.At AVEVA, we're committed to sustainability and diversity, equity, and...

  • Associate Level

    3 weeks ago

    Kuala Lumpur, Malaysia Accord Innovations Full time

    I am looking for a contract staff with 2-3 years working experience in insurance industry with some background in incident management. T The job responsibilities would be as follows: - Manage enquiries and troubleshoot issues / incidents escalated by the frontliners on the digital platforms on timely basis. - Escalation of issues related to the digital...

  • Level 1 - Incident Management Specialist

    3 weeks ago

    Kuala Lumpur, Malaysia Orange Business Services Full time

    **About the role**: - To provide a professional first technical point of contact for the customer and third party vendors. - Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / prpduct utility programs. - Provide updates as needed to the customer in order to meet performance objectives and contractual...

  • Level 1 - Incident Management Specialist

    3 weeks ago

    Kuala Lumpur, Malaysia Orange Full time

    about the role - To provide a professional first technical point of contact for the customer and third party vendors. - Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / prpduct utility programs. - Provide updates as needed to the customer in order to meet performance objectives and contractual...

  • SOC Incident and Alert Consultant

    3 weeks ago

    Kuala Lumpur, Malaysia Arvato Systems Malaysia Sdn. Bhd. Full time

    **Job Highlights**: - Sponsored meals if you work at the office! - We championed hybrid work arrangement. Serves as a contact person to users for cyber security issues, mainly engages in real-time (threshold) security monitoring, event evaluation, alert triage, and incident response. Identifies/filters false positives for process optimization. Responsible...