Incident Manager

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

The Incident Manager (IT Ticket Facilitation) is responsible for ensuring the efficient and effective resolution of IT incidents impacting Air Liquide business operations. This role focuses on the timely coordination, communication, and escalation of incidents, driving restoration of services with mínimal disruption. The Incident Manager will act as a central point of contact during major incidents, facilitating collaboration between technical teams and internal customers (business teams) under Air Liquide’s existing IT operating mode.

**How will you CONTRIBUTE and GROW?**:
**Responsibilities**:

- **Incident Management Process Execution**:

- Adhere to and improve the incident management process, ensuring alignment with ITIL best practices.
- Monitor the incident queue, prioritize incidents based on impact and urgency, and ensure timely assignment.
- Facilitate the logging, categorization, and prioritization of incidents.
- Ensure accurate and complete incident documentation throughout the lifecycle.
- **Incident Coordination and Communication**:

- Act as the primary point of contact for major incidents, providing clear and concise communication to stakeholders.
- Coordinate technical teams to troubleshoot and resolve incidents, ensuring efficient collaboration.
- Manage incident bridges and facilitate effective communication during critical incidents.
- Provide regular updates on incident status and resolution progress.
- Craft and send post incident reviews.
- **Major Incident Management**:

- Collaborate the response to major incidents, driving rapid restoration of services.
- Ensure timely escalation of incidents to appropriate technical teams and management.
- Coordinate post-incident reviews and identify areas for improvement.
- Facilitate root cause analysis and track on the following Problem Tickets.
- **Reporting and Analysis**:

- Generate incident reports and metrics, providing insights into incident trends and performance.
- Analyze incident data to identify recurring issues and recommend solutions.
- Track and report on key performance indicators (KPIs) related to incident management.
- Maintain the Known Error Database.
- **Performance and Quality Management**
- **Identify opportunities to improve the incident management process and tools.**
- **Contribute to the development and maintenance of incident management documentation.**
- **Participate in regular reviews of the incident management process and implement improvements.**
- **Support the Problem Management team.**
- **Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments**

**Are you a MATCH?**:
**Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Background of working with MSPs or BPO is preferrred
- Fluent English in both written and oral as the working language
- ITIL v4 Foundation certification or higher is highly desirable.
- Proven experience in incident management, preferably in a large enterprise environment.
- Strong understanding of IT infrastructure and services.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Experience with incident management tools (e.g., ServiceNow, Jira Service Management).
- Experience with ticketing systems.
- Ability to work on call during off hours occasionally for urgent cases.

**Skills**:

- Incident Management
- Major Incident Management
- ITIL Framework
- Communication Skills
- Problem-Solving
- Stakeholder Management
- Reporting and Analysis
- Ticketing Systems
- ServiceNow or similar ITSM tools

**What We Offer**:

- Hybrid work arrangement
- Office location (1Powerhouse) is accessible via MRT (Bandar Utama station)
- Highly engaged and empowered work culture
- Dynamic multinational team of more than 14 nationalities
- Continuous learning & development

**We take care of our employees**:

- Medical card coverage for self and dependents (outpatient and inpatient)
- Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
- Monthly NICE Program activities for team bonding and well-being lifestyles

**About Air Liquide**

A world leader in gases, technologies and servic