Incident Manager

Job Title: Incident Manager

Location: Bangsar South, KL Gateway

Salary Range: RM7,000 - RM8,000

Role Overview: We are seeking an experienced Incident Manager with a strong background in major IT-related backend incident management. The ideal candidate will be responsible for managing and resolving major incidents, ensuring that service restoration and impact minimization are achieved as quickly as possible. This role focuses on backend incidents and requires expertise in handling complex, critical incidents rather than front-end desktop or ticketing systems.

Key Responsibilities:

• Lead the coordination and resolution of major IT backend incidents, ensuring minimal business disruption and timely recovery.
• Collaborate with various technical teams to drive incident resolution within established Service Level Agreements (SLAs).
• Conduct root cause analysis (RCA) and provide detailed incident reports to key stakeholders.
• Develop and implement proactive measures to prevent incident recurrence.
• Serve as the escalation point for major incidents and ensure proper communication is maintained with all relevant parties during and after the incident.
• Engage in post-incident reviews, identifying areas for improvement and driving continuous process enhancements.
• Ensure alignment with ITIL-based incident management processes and best practices.

Key Requirements:

• Proven experience in incident management, specifically in managing IT backend incidents.
• Strong technical understanding of backend systems and infrastructure.
• Experience with ITIL framework, particularly in incident and problem management.
• Excellent communication skills with the ability to collaborate across technical and non-technical teams.
• Ability to manage multiple critical incidents simultaneously, under pressure.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications:

• ITIL certification or relevant experience in IT service management.
• Familiarity with major incident management tools and platforms.
• Previous experience in coordinating major incidents in a high-stakes environment.

Diversity Focus: We are seeking candidates who will enhance the diversity of our team.

If you are an experienced Incident Manager looking for a challenging opportunity to manage major IT incidents and improve processes, we encourage you to apply.

Job Types: Full-time, Permanent

Pay: RM7,000.00 - RM8,000.00 per month

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus
• Yearly bonus