Team Lead Incident Management

2 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 single point of contact for the overall management of all incidents raised.
- Identification and classification of incidents based on customer and operational impact.
- Define and send communication updates of all incidents until incident resolution.
- Generation of daily, weekly and monthly reporting as defined.
- Initiate the Major Incident process if, and when required.
- 24x7 escalation On-Call, and lead to ensure critical incidents escalate are being attended promptly for quick service recovery and follow through any service issues with Root Cause Analysis until the problem is permanently fixed.
- Proactive Daily Health Check, Preventive Actions and Problem handling to permanently fix and prevent faults in the systems from any service interruptions in a timely and efficient manner.
- Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations, and ensure compliance with standards, guidelines and best practices.

**Requirement**
- Minimum 3-5 years in working within a 24x7 complex with a high pressure environment & IT infra incident management.
- Knowledge and awareness of Quality Standards and Service Level Agreements.
- Basic knowledge in system administration (configuration, production activity, etc) related to relevant fields.
- Constantly have a customer mindset i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers.

**We are all different** - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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