Incident Manager

All jobs; Cyberjaya; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

A global tech service provider seeks an Incident Manager to oversee the Incident Management process, ensuring minimal disruption during major incidents. The role involves leading the response to critical incidents, communicating effectively with stakeholders, and driving continuous improvement to enhance service efficiency. Ideal candidates will have a strong grounding in ITIL principles and proven leadership skills to manage cross-team collaborations.

Benefits

Supportive team environment

Flexible working arrangements

Funding for professional development

Qualifications

• Proven experience as an Incident Manager or in a similar ITIL-aligned service management role.
• Demonstrated experience leading Major Incidents and coordinating responses.
• Ability to remain calm under pressure and manage competing priorities.

Responsibilities

• Own and manage the end-to-end Incident Management process.
• Lead and coordinate the response to all Priority 1 and Priority 2 Major Incidents.
• Collaborate with Problem and Change Managers to support root cause analysis.

Skills

Communication

Leadership

Analytical Skills

Problem Solving

Education

ITIL v3 or v4 Foundation certification

Tools

ServiceNow

BMC Remedy

Job description

Responsibility:

• Own and manage the end-to-end Incident Management process in accordance with ITIL best practices,
• Lead and coordinate the response to all Priority 1 and Priority 2 Major Incidents, ensuring timely resolution and minimal business disruption,
• Act as the primary escalation point for major incidents across internal IT teams, third-party vendors, and business stakeholders,
• Assess and communicate the business and technical impact of major incidents to inform prioritisation and response strategies,
• Ensure timely and clear communication of incident status, progress updates, and resolution outcomes to all stakeholders, including executive leadership,
• Facilitate Major Incident Review meetings and Post-Incident Reviews (PIRs), identifying root causes and tracking corrective actions through to completion,
• Collaborate with Problem and Change Managers to support root cause analysis and prevent recurrence of major incidents,
• Monitor incident trends and key performance indicators (KPIs), providing regular reporting and recommending process improvements,
• Maintain accurate and detailed incident records in ServiceNow, ensuring data quality for reporting and analysis,
• Develop and maintain communication templates, escalation procedures, and incident response playbooks,
• Promote awareness and adherence to the incident management process across IT and business units through training and stakeholder engagement,
• Drive continuous improvement in the Major Incident Management process, including tools, workflows, and coordination models,
• Support crisis management efforts when required, including integration with business continuity and disaster recovery procedures,
• Ensure all incident response activities align with relevant compliance, privacy, and security requirements,
• Participate in an on-call roster to provide 24/7 incident management coverage, including after-hours support and escalation as needed,
• Other duties as required.
  
  

What you will bring

• Proven experience as an Incident Manager or in a similar ITIL-aligned service management role,
• Strong understanding of ITIL Incident Management principles and best practices,
• Demonstrated experience leading Major Incidents and coordinating responses across multiple teams and vendors,
• Excellent communication, leadership, and stakeholder engagement skills,
• Proficient in ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms,
• Strong analytical and problem-solving skills with a focus on continuous improvement,
• Experience supporting root cause analysis and facilitating post-incident reviews,
• Ability to remain calm under pressure and manage competing priorities in dynamic situations,
• Good understanding of related ITIL processes such as Problem, Change, and Service Continuity Management,
• ITIL v3 or v4 Foundation certification (required).
  
  

Nice to have’s

• Exposure to enterprise IT environments, including cloud and hybrid infrastructure,
• Background in IT infrastructure, applications, or service operations,
• Experience with related ITIL processes such as Problem and Change Management,
• Familiarity with incident communications and reporting for senior leadership,
• Understanding of crisis management or business continuity escalation pathways,
• Experience in regulated, high-availability, or customer-facing industries,
• ITIL v4, ISO 20000, or similar service management certifications.
  
  

Benefits

As a valued member of ‘Logicalis Asia Pacific MSC' you will enjoy several benefits, such as;

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
• Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!
• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
• Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.
  
  

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About us:

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.