Incident Manager
Singtel · Kuala Lumpur, Malaysia
Full-timeonsiteseniorOperationsTechnology
รายละเอียดงาน / Description
Based in Malaysia, this role oversees the end-to-end management of major operational disruptions to ensure swift service restoration and minimal business impact. The position serves as the primary escalation point, coordinating cross-functional technical teams and external vendors through high-pressure situations. The successful candidate will also manage critical bridge communications, validate root-cause analyses, and implement improvements to support ongoing service excellence.
หน้าที่ความรับผิดชอบ / Responsibilities
- Oversee the complete lifecycle of major incidents to restore services within agreed SLAs
- Act as the primary escalation lead and direct resolver groups during critical disruptions
- Lead bridge discussions and deliver timely updates to business leaders and enterprise clients
- Supervise post-incident documentation, assess root causes, and support preventive problem management
- Ensure operational compliance with established ITIL incident management practices
- Analyze incident trends and construct dashboards to drive continuous service improvements
คุณสมบัติ / Qualifications
- Diploma or degree in Information Technology, Computer Science, Engineering, or a related field
- At least 5 years of enterprise experience in IT operations, incident management, or managed services
- Demonstrated success directing resolution teams through critical P1 and P2 outages
- Solid grasp of ITIL major incident management workflows
- Proficiency using enterprise ITSM solutions such as ServiceNow
- Exceptional communication, crisis coordination, and stakeholder management skills
ทักษะที่ต้องการ / Required skills
- Incident Management
- Major Incident Management
- ITIL
- ITSM
- ServiceNow
- Stakeholder Management
- Root Cause Analysis
ทักษะเพิ่มเติม / Nice to have
- ITIL Foundation
- Networking
- Cloud Infrastructure
- Managed Services