Assistant Manager, GT Service Management (ITSM-Incident Manager)

CIMB Group Malaysia; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

CIMB Group Malaysia is seeking an ITIL Incident Manager to oversee ITSM processes across its service management model, applying ITIL best practices. The role focuses on incident, problem, change, configuration, and service level management to reduce incidents and improve service quality.

Based in Malaysia, you will coordinate across regional teams, escalate risks, support KPI/SLAs, and act as the primary interface for major incidents, including 24x7 readiness and coordinating with technical

Qualifications

• Bachelor's Degree or Professional Qualification in Computer Science / IT
• ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation
• Minimum 3 years of Incident/Problem Lead experience

Responsibilities

• Owns Incident Management process tasks per CIMB IT policy and procedures
• Coordinates and manages the Incident Management process activities across the MY and regional countries
• Escalates risks and issues to CIMB leadership
• Supports Incident Management reporting (KPIs and customer SLAs)
• Primary interface / contact for CIMB, able to work on 24x7 support
• Lead and coordinate with technical resources to restore services via workaround or permanent solution within the agreed SLA for major incidents (P1/P2)
• Prioritize among competing issues based on resources and business impact
• Act as escalation point for users, team members, and vendors for issues related to major incidents
• Chair conference calls between technical team, business and stakeholders to communicate status of recovery effort
• Central communication point for Major Incidents and drive efficiency of the incident management process
• Review Major Incident Review Report for gaps and action items
• Initiate follow-up actions to correct issues during Incident Management
• Facilitate Problem Management for major incidents RCA with Problem Management team
• Ensure transition from Incident Management to Problem Management after restoration
• Coordinate Incident and Major Incident Management support across CIMB’s regional and international branches
• Act as central coordination point between regional IT teams and external vendors to minimize disruption across countries and time zones

Skills

MS Office

Network technologies

Mainframe/AS400/Unix/Wintel

English communication

Relationship management

Multi-priority management

Team player

Education

Bachelor's Degree / IT qualification

ITIL v3 Foundation & ITIL v3 Intermediate

Job description

Job Purpose *

ITIL Incident Manager is responsible for managing the ITSM processes in accordance to CIMB Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as incident management, problem management, change management, configuration management and service level management.

ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all issues in order to reduce incidents and improve service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

Key Responsibilities *

• Incident Management Process Owners in driving Service management best-practice and ITIL process standardization
• Executes the Incident Management process tasks in adherence with CIMB IT Policy and Procedure and Problem SOP
• Coordinates and manages the Incident Management process activities across the MY and regional countries
• Escalates risks and issues to CIMB’s leadership team
• Supports Incident Management reporting (KPIs and customer SLAs)
• Primary interface / contact person for CIMB, able to work on 24x7 support.
• Lead and coordinate with technical resources to restore services via workaround or permanent solution within the agreed SLA, for major incidents (P1 / P2 cases).
• Prioritize among competing issues based on resources and business impact.
• Act as an escalation point for users, team members, and vendors for issues related to major incidents.
• Response to user escalation and engage functional escalation and management escalation as required.
• Chair conference calls between technical team, business and stakeholders to communicate status of recovery effort and confirm service restoration.
• Central communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process.
• Review and feedback on the Major Incident Review Report after major incidents to identify gaps and action items of improvements and preventive measures.
• Initiates follow-up actions to correct any issues or inefficiencies arising during execution of the Incident Management Process and highlights any issues or ideas of improvement to the CIMB leadership team.
• Facilitate Problem Management for major incidents root cause analysis (RCA) or further investigation is required. Work closely with the Problem Management team to identify, record, investigate, and manage problems arising from major incidents, recurring incidents, and significant service disruptions.
• Ensure effective transition from Incident Management to Problem Management after service restoration, including the handover of incident timelines, impact assessments, troubleshooting records, workarounds, and recovery actions.
• Coordinate and provide Incident and Major Incident Management support across CIMB’s regional and international branches, ensuring consistent execution of incident management processes in accordance with established IT policies, procedures, and SLAs.
• Act as the central coordination point between regional IT teams, local business units, technical support teams, and external vendors to manage incidents, facilitate service restoration, and minimize business disruption across different countries and time zones.

Job Category * Support Supporting Function

JOB DESCRIPTION

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Job Specification *

Qualifications (Basic Degree/Diploma etc)

• Bachelor's Degree or Professional Qualification in Computer Science / Information Technology Professional Qualification and/or Regulatory, Licensing requirements
• ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation

Relevant Work Experience

• Minimum 3 years of Incident/Problem Lead
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3

Required Competencies and Skills *

Competencies/Skills (Essential to succeed in this job)

Technical/Functional skills

• Minimum Technical Requirement - Proficient in MS Office.
• Familiar with network technologies, application, hardware such as mainframe, AS400, Unix and Wintel environment.

Personal skills (Soft Competencies [Core/Leadership])

• Good verbal and written command of English.
• Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
• Highly result oriented and can work in team

Travel Requirements (if any)