Incident Manager

Logicalis Group (DE); Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading technology solutions provider is seeking an experienced Incident Manager to oversee the Incident Management process in line with ITIL best practices. The role includes leading Major Incidents, ensuring timely resolutions, and providing effective communication across stakeholders. Candidates should possess strong analytical skills and an ITIL certification, with opportunities for career development in a flexible work environment.

Benefits

Supportive team environment

Opportunities for career growth

Flexible working arrangements

Qualifications

• Proven experience as an Incident Manager or similar ITIL-aligned role.
• Strong understanding of ITIL Incident Management principles.
• Experience leading Major Incidents and coordinating responses.

Responsibilities

• Own and manage the end-to-end Incident Management process.
• Lead responses to Priority 1 and 2 Major Incidents.
• Monitor incident trends and support continuous process improvements.

Skills

Incident Management

Communication

Analytical Skills

Problem Solving

Education

ITIL v3 or v4 Foundation certification

Tools

ServiceNow

BMC Remedy

Job description

Incident Manager Role

We are seeking an experienced Incident Manager to own and manage the end-to-end Incident Management process in accordance with ITIL best practices. The successful candidate will lead and coordinate responses to Priority 1 and Priority 2 Major Incidents, ensuring timely resolution and minimal business disruption. Key responsibilities include acting as the primary escalation point, assessing and communicating incident impacts, facilitating review meetings, collaborating with problem and change managers, monitoring incident trends, maintaining accurate records in ServiceNow, and supporting continuous process improvements. The role also involves participating in crisis management, ensuring compliance with security and privacy standards, and providing 24/7 incident management coverage through an on-call roster.

What you will bring:

• Proven experience as an Incident Manager or similar ITIL-aligned role
• Strong understanding of ITIL Incident Management principles
• Experience leading Major Incidents and coordinating responses
• Excellent communication and stakeholder engagement skills
• Proficiency with ITSM tools such as ServiceNow or BMC Remedy
• Strong analytical and problem-solving skills
• Experience with root cause analysis and post-incident reviews
• Ability to manage priorities under pressure
• Good understanding of related ITIL processes
• ITIL v3 or v4 Foundation certification (required)

Nice to have:

• Experience with enterprise IT environments, including cloud and hybrid infrastructure
• Background in IT infrastructure, applications, or service operations
• Experience with related ITIL processes
• Familiarity with incident communication for senior leadership
• Understanding of crisis management and business continuity pathways
• Experience in regulated, high-availability, or customer-facing industries
• Additional certifications such as ITIL v4 or ISO 20000

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Benefits

As a member of Logicalis Asia Pacific MSC, you will enjoy benefits such as a supportive team environment, opportunities for career growth, diverse experiences, and flexible working arrangements.

Application Note

We encourage candidates to apply even if they do not meet all requirements. Character traits such as confidence, capability, and curiosity are highly valued. We believe in learning and development to help you succeed in this role.

About Us

Logicalis is a global technology solutions provider committed to helping organizations succeed in a digital-first world through cloud, connectivity, collaboration, and security services. With over 7,000 employees across 27 countries, we serve more than 10,000 clients worldwide, creating sustainable outcomes through innovative technology solutions.