Incident Management Officer

HFM; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid Work Model (2 days from home)

21 days annual leave

Comprehensive Health Insurance (from‑y

Referral Bonus

Job summary

HFM in Kuala Lumpur is seeking an IT Incident Support Officer to monitor critical systems and respond to alerts on a 24/7 shift. You will log incidents, assess impact, and escalate by severity, coordinating with Platform, Infra, DevOps, BI, Support teams.

You will track KPIs, document issues, and contribute to postmortems and continuous improvements. The role requires strong English and familiarity with Jira/Zendesk in a hybrid model (2 days from home).

Qualifications

• Strong analytical and troubleshooting abilities.
• Ability to follow escalation procedures under pressure.
• Excellent written and verbal English communication.

Responsibilities

• Monitor critical systems and respond to alerts in real-time.
• Log incidents, assess impact, and escalate by severity.
• Track KPIs on incident volume and SLA compliance.
• Coordinate incident postmortems and action items.
• Understand trading infrastructure and forex-related systems.

Skills

Analytical skills

Troubleshooting

English communication

Education

BSc/BA in Computer Science or IT

Tools

Jira

Zendesk

Job description

Kuala Lumpur, Malaysia | Posted on 18/09/2026

• Country Malaysia
• Postal Code NA

Job Description

About HFM:

HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets.

As we continue to expand, we are seeking a driven and strategic IT Incident Support Officer (24/7 Shift Rotation) to join our dynamic team.

Your role at HFM:

• Monitor critical systems and respond toalerts in real-time.
• Log incidents, assess impact, andescalate based on severity and service criticality.
• Follow internal escalation policies andprocedures and handle critical escalations efficiently.
• Track and report on KPIs related toincident volume, resolution time, and SLA compliance.
• Manage incident records, ensuringcomplete documentation of symptoms, actions taken, and resolution.
• Perform incident analysis andcoordinate the creation of postmortem reports.
• Define and track action items forincident resolution and continuous improvement.
• Understand the structure and internalsystems of a forex broker, including infrastructure, trading platforms,portals, and integrations.
• Work under defined SLAs and maintainhigh responsiveness to incidents.
• Participate in training acrosstechnical departments: Platform, Infra, DevOps, BI, Support.
• Identify and document recurring issues;propose automation and tooling enhancements.
• Develop a holistic view of operationsand client interaction systems.
• Contribute to stability andresilience of core systems used across the company.
  

Requirements

• BSc/BA in Computer Science, InformationTechnology, or a related field.
• Willingness to work in a structured 24/7 shift environment, including weekends and nights .
• Graduate applications are welcomed.
• Eagerness to learn how real-timesystems and global infrastructure support forex operations.
• Strong analytical and troubleshootingskills with attention to technical detail.
• Ability to follow escalation proceduresand remain calm under pressure during incident handling.
• Interest in incident tracking,reporting, and continuous improvement through postmortem analysis.
• Familiarity with basic IT operationsconcepts: monitoring tools, SLAs, ticketing systems (e.g. Jira, Zendesk).
• Excellent written and verbalcommunication skills in English.
• A team player mindset with a proactiveapproach to learning and supporting others.

*Applicants must be eligible or have legal authorization to work in the country where the position is based.

• Hybrid Work Model (2 days working from home).
• 21 days of Annual Leave.
• Comprehensive Health Insurance (from day one!).
• Referral Bonus.

All applications will be treated as confidential.