Job Description Job Brief: Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external 's stakeholders to facilitate rapid incident resolution.
Training, mentoring staff and other team members on incident management processes and best practices.
Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
Participating in the development and maintenance of incident management policies, processes, and procedures.
Ensuring disaster recovery and business continuity plans are in place and effective, including participation in drills and actual events.
Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.
Responsibilities: Diploma / Degree in Information Technology, Computer Science, Engineering, or a related field is typically required.
Must be able to read, write and speak in English, Mandarin and Cantonese.
ITIL Certification: Relevant certification can be beneficial.
Technical Certifications: Relevant technical certifications can be beneficial depending on the specific technical environment of the organization.
Industry Experience: At least 1-3 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
Data Analysis: Experience with analyzing incident data, identifying trends, and implementing improvements based on data-driven insights.
Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
Knowledge Management: Experience in developing, enhancing and execution of Knowledge management.
Salary Package: Attractive Salary up to RM 5500.
Performance related bonus on a quarterly basis for confirmed staff 15 days Annual Leave 14 days Medical Leave Medical and hospitalization coverage