IT Incident Manager

2 days ago

Kuala Lumpur, Malaysia Scicom Full time

**The Responsibilities of the Role**:

- Always on top of any major incident and oversee the entire process from detection to resolution.
- Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
- Maintains quality handling of Jira tickets, from creation to closure.
- Constant follow up on open tickets as necessary.
- Facilitate the PIR or Post Incident Review and write the Incident Report.
- Awareness on any production activities and understand the impact of all project deployment and change implementation on both technical and business KPIs.
- Engage leads and managers in constantly driving continuous improvement on their teams.
- Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.
- Ensure concise and accurate incident advisories are sent on time.
- Ensure timely updates to the Senior Management about the progress of the major incidents.
- Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
- Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
- Coordination of major and minor incident investigations using JIRA
- Service Management and different ticketing platforms of provider partners.
- Provide proper handover about the issues and activities that the next shift needs to be aware of.
- Enforcement of Code of Conduct perform administrative duties of Team Lead

**The Requirements of the Role**:

- Bachelor’s degree in computer science or any related technical field.
- **Relevant experience in Incident Management, Change and Problem Management Process**:

- Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others
- Be highly proactive, self-motivated, and able to work on own initiative, and independently
- Ability to manage a challenging workload, whilst working quickly and precisely under pressure
- Exceptional business communication skill in speaking and writing
- Able to work in a fast-paced multi-cultural environment
- Possess people management and organizational skills
- Critical thinker and provide sound judgment in every situation

**The Package**:

- Attractive Basic Salary
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.

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