Head of Service Management (Incident Management)

Randstad; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Incident Manager in Kuala Lumpur. The candidate will lead incident management processes in IT Service Management, ensuring minimal disruption and driving improvement. The ideal individual will have over 15 years of experience, strong ITIL knowledge, and excellent communication skills. A Bachelor’s degree is required. This full-time role offers a competitive salary of RM15,000 to RM20,000 per month.

Qualifications

• 15+ years of experience in IT, focusing on large-scale enterprise service environments.
• Proven experience in leading teams and managing incidents.
• Deep expertise in Incident and Crisis Management.

Responsibilities

• Oversee handling of critical and high-priority incidents.
• Coordinate technical bridges and communications during major incidents.
• Conduct trend analysis to prevent future incidents.

Skills

ITIL/ITSM processes

Crisis Management

Change Management

Cross-cultural communication

Cloud migration (Office 365, Azure)

Root Cause Analysis

Education

Bachelor Degree

Job description

Overview

About the role: We are looking for an experienced and highly skilled Incident Manager to join our team. The ideal candidate will have extensive experience in IT Service Management (ITSM), with a strong background in managing complex incidents and crises. You will be responsible for leading our incident management processes, ensuring minimal disruption to services, and driving continuous improvement. The role requires a strong understanding of ITIL processes and the ability to coordinate effectively with multiple teams and stakeholders.

About the company: one of the largest Malaysian Public Listed Company.

Salary offered: RM15,000 - RM20,000 per month.

Key Responsibilities

• Serve as the process owner for all critical (P1) and high-priority (P2) major incidents, overseeing the end-to-end handling of these events.
• Lead and coordinate technical bridges and communication during major incidents, ensuring internal teams and vendor partners work together to resolve issues.
• Design and maintain processes, procedures, and training documentation for identifying and managing major incidents.
• Conduct trend analysis on recurring incidents and events, feeding insights into the problem management process to prevent future occurrences.
• Produce and present Post Incident Review (PIR) and Root Cause Analysis (RCA) documents for all major incidents.
• Manage and run Change Advisory Board (CAB) meetings during critical outages or in the absence of the Change Manager, ensuring all changes are documented and have a clear implementation and rollback plan.
• Ensure adherence to all internal processes and security guidelines.
• Contribute to a 24/7 operational environment, maintaining policies and procedures to meet customer satisfaction (CSAT) and contractual obligations.

Skills and Qualifications

• Extensive experience (15+ years) in IT, with a strong focus on large-scale enterprise service environments and ITIL/ITSM processes.
• Proven experience in leading and managing teams.
• Deep expertise in Incident and Crisis Management, including leading technical bridges and managing communications.
• Strong knowledge of Problem Management and performing Root Cause Analysis (RCA).
• Experience with Change Management and running Change Advisory Boards (CABs).
• Familiarity with other ITIL processes such as Event, Request, and Availability Management.
• Excellent cross-cultural communication skills and the ability to coordinate with multiple support groups across different regions.
• Experience working in large global organizations or with large multinational corporate clients is highly desirable.
• Experience in migrating applications and services to cloud environments (e.g., Office 365, Azure) is a plus.
• ITIL Certification is highly preferred.

Other Information

skills: no additional skills required

qualifications: no additional qualifications required

education: Bachelor Degree