Incident Response Manager

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Ezypay Pty Full time

About Us:

Ezypay Pty is a leading provider of payment solutions. We are committed to delivering exceptional service to our customers and ensuring the highest levels of availability for our systems.

Job Summary:

We are seeking an experienced Incident Management Specialist to join our team. The successful candidate will be responsible for managing incidents within our organization, ensuring timely resolution and minimal disruption to business operations.

Key Responsibilities:

  • Incident Detection and Identification: Promptly detect and identify all incidents, whether through automated monitoring systems or user-reported issues. Triage issues to confirm if they are a ticket or if they are a bug/defect. Escalate and follow specific processes to ensure relevant parties have been advised and relevant actions are taken to resolve or remediate as required. Ensure accurate documentation of incidents as they occur.
  • Coordination and Communication: Act as a central point of contact for all incident-related communication within and outside of the organization. Keep internal and external stakeholders informed about the progress of incident resolution. Collaborate with various teams (Engineering, App Support, Level 1, Exec etc.) to resolve incidents quickly and efficiently.
  • Root Cause Analysis and Continuous Improvement: Lead or coordinate post-incident reviews to identify the root cause of incidents. Identify patterns or recurring incidents and recommend preventive measures to reduce the likelihood of future incidents. Recommend improvements in the incident management process to enhance efficiency and effectiveness.
  • Documentation and Reporting: Maintain accurate records of all incidents, their resolutions, and any related follow-up actions. Generate incident reports for management and stakeholders, providing detailed insights into the incident's impact, resolution times, and trends.
  • Point of Contact for Incidents: Be on call to manage incidents both within and outside of business hours.

Minimum Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field with a minimum of 2 years' experience in a similar role.
  • Having similar experience with a minimum of 2+ years' experience in an incident management team.
  • Proven experience in Incident Management - timely management of incidents, with clear communication and updates provided to relevant stakeholders across the business.
  • Communication is key – Must have the ability to communicate to a high standard with both written and verbal communication.
  • Preferably having exposure to Microsoft Office Suite / Atlassian Suite.


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