Incident Management Specialist
Job Description: Incident Manager
Role Overview: The Incident Manager is responsible for managing and overseeing the Incident Management process to ensure quick resolution of issues and minimize service downtime. This role focuses on restoring services efficiently, managing escalations, improving processes, and maintaining effective communication with stakeholders.
Key Responsibilities:
Incident Resolution: Lead the incident management process to restore services quickly and minimize downtime.
Coordination: Coordinate the response teams during major incidents to ensure timely resolution.
Communication: Provide clear and timely updates to stakeholders about incident status and resolution.
Escalation Management: Manage incident escalations to senior management and ensure timely resolution of critical issues.
Problem Management: Assist in identifying the root cause of incidents and implement solutions to prevent future occurrences.
Process Improvement: Review and improve incident management processes to enhance service delivery.
Knowledge Management: Document incidents and solutions for future reference and process improvements.
Qualifications:
Education: Diploma or Degree in Information Systems, Computer Science, or related fields.
Certifications: ITIL Foundation (V4) certification (preferred).
Experience: Minimum of 3 years in IT support or Incident Management.
Skills:
Strong communication and problem-solving skills.
Ability to handle high-pressure situations.
Knowledge of ITIL and Incident Management best practices.
Challenges:
Managing high-severity incidents and ensuring swift resolutions.
Balancing daily incident management with ongoing process improvements.
Job Type: Contract
Contract length: 12 months
Pay: RM3,000.00 - RM6,000.00 per month
Benefits:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Work Location: In person