Incident Specialist

**Job Title**: Incident Specialist

**Job Summary**:
The **Incident Specialist** serves as the single point of contact responsible for managing and improving the organization’s **Incident Management process** in alignment with **ITIL best practices**. This role ensures timely resolution of IT incidents, continuous service improvement, and effective collaboration across Infrastructure, Security, and Application teams. The Incident Specialist also contributes to audit and compliance activities, driving service excellence and operational efficiency.

**Core Responsibilities:Incident Management & Process Ownership**
- Manage and coordinate incident resolution across IT domains — including **Infrastructure, Security, and Applications** — ensuring adherence to SLA and quality standards.
- Identify process deficiencies, recommend improvements, and collaborate with cross-functional teams to enhance operational effectiveness.
- Serve as a key escalation point for major or critical incidents and ensure effective communication and updates to stakeholders.

**Operational Excellence & Documentation**
- Maintain and continuously improve Incident Management documentation, including **SOPs, process manuals, and work instructions**, ensuring compliance with ISO and company standards.
- Prepare and deliver **regular and ad-hoc reports** on incident metrics, trends, and performance for customer and management review.
- Support **audit, ISO certification, and compliance assurance** activities.

**Collaboration & Leadership**
- Work closely with internal IT teams, vendors, and stakeholders to ensure smooth incident handling and process alignment.
- Influence and guide teams toward process compliance and quality improvement without direct authority.
- Lead by example, promoting teamwork, accountability, and customer-centric service culture.
- Build and maintain strong relationships with internal teams and external vendors to foster collaboration and service consistency.

**Technical & Tool Competency**
- Utilize **BMC Helix ITSM** or equivalent ITSM platforms (e.g., **ServiceNow, OpenText**) for incident tracking and management.
- Demonstrate intermediate-level proficiency in **Microsoft Office tools** (Excel, PowerPoint, Word) for reporting and analysis.
- Maintain awareness of **industry trends**, technologies, and best practices relevant to ITSM and incident management.

**Qualifications & Requirements**:

- Diploma or Degree in **Computer Engineering**, **Information Technology**, or related discipline.
- **3-4 years** of hands-on experience in **Incident Management** within IT operations or service management environments.
- Experience with **ITSM tools** (BMC Helix preferred; ServiceNow, OpenText, or similar acceptable).
- Exposure to **Infrastructure, Security, and Application** incident handling.
- Strong analytical and problem-solving skills with a proactive and customer-focused mindset.
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders across all levels.
- Proven ability to multitask, prioritize, and perform under pressure in a fast-paced environment.
- Proficiency in **Cantonese, English, and Mandarin** is required.
- Willingness to work in **rotational shifts** and provide **standby/on-call support** as needed.

**Desired Certifications**:

- **ITIL Foundation v4**:

- **ITIL Specialist v4 Certification**

Pay: RM7,000.00 - RM8,000.00 per month

**Experience**:

- Incident Management: 1 year (required)
- IT operations or service management environments.: 1 year (preferred)
- ITSM tools: 2 years (preferred)
- Infrastructure, Security, and Application incident handling: 2 years (preferred)

**Language**:

- Mandarin (required)

Work Location: In person