Executive - Incident & Problem Management

1 week 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 driving work-streams to mitigate incidents. Additionally, the role includes conducting Root Cause Analysis (RCA) exercises, collaborating with various IT teams, and ensuring effective communication with IT leaders and key stakeholders.

Key Responsibilities:

- Act as the primary point of contact during critical incidents, crises, and other broadly impacting events.
- Manage incident bridge calls and facilitate incident chats, ensuring close to real-time information dissemination.
- Escalate incidents to senior management and drive work-streams to mitigate the impact of the incident.
- Conduct industry-standard Root Cause Analysis (RCA) exercises following critical incidents and initiate the Problem Management cycle.
- Collaborate with architecture, DevOps, and infrastructure teams to identify root causes of recurring incidents and develop action plans for resolution.
- Proactively communicate the status of active major incidents or problem tickets with IT leaders, managers, and key stakeholders.
- Record, coordinate, and report on the progress of problem ticket tasks from post-incident reviews and RCA exercises.
- Develop and enhance restoration procedures to mitigate future outages and business disruptions.
- Partner with other IT lifecycle process owners to ensure alignment and consistent delivery of IT Service Management (ITSM) processes across the organization.
- Write timely and accurate executive-style technical communications, providing detailed notes of highly visible production issues to senior management.
- Send executive communications to a global audience, providing accurate details of incidents and their impact on the business.
- Establish metrics and reporting with contributions from ITSM process owners.
- Define critical success factors and key performance indicators (KPIs) for the processes.
- Track and analyze trends, generating statistical reports.
- Perform trend analysis to anticipate potential problems and enable proactive resolution.

Qualifications:

- Diploma or Degree in Information Systems, Computer Science, or a related field.
- Practitioner Certificate in Service Management (desirable).
- ITIL Foundation certified (desirable).

Skills and Competencies:

- Strong leadership and crisis management skills.
- Excellent communication skills, both written and verbal.
- Ability to manage multiple priorities and work under pressure.
- Strong analytical and problem-solving abilities.
- Proven experience in conducting root cause analysis and problem management.
- Familiarity with ITSM processes and best practices.
- Proficiency in using incident management and communication tools.
- Ability to work collaboratively with cross-functional teams.

Work Environment:

- This role may require working outside regular business hours during critical incidents or crises.

How to Apply:
Openwave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay: RM5,000.00 - RM9,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Day shift

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