Incident Manager

Logicalis Asia Pacific; Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading tech service provider is seeking an Incident Manager to oversee the Incident Management process aligned with ITIL best practices. This role is crucial for managing and resolving major incidents while ensuring minimal disruption to business operations. The ideal candidate will possess strong leadership and communication skills, alongside a solid understanding of ITIL principles. Opportunities for career growth and flexible working arrangements are part of the benefits offered.

Benefits

Supportive team environment

Opportunities for career growth

Flexible hybrid 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 across multiple teams and vendors.

Responsibilities

• Own and manage the end-to-end Incident Management process.
• Lead and coordinate response to Priority 1 and Priority 2 Major Incidents.
• Facilitate Major Incident Review meetings and Post-Incident Reviews.

Skills

Leadership

Communication

Problem-solving

Analytical skills

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 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 impact of major incidents to inform response strategies.
• Ensure clear communication of incident status, updates, and outcomes to stakeholders, including executive leadership.
• Facilitate Major Incident Review meetings and Post-Incident Reviews (PIRs), identifying root causes and tracking corrective actions.
• Collaborate with Problem and Change Managers to support root cause analysis and prevent recurrence.
• Monitor incident trends and KPIs, providing reports and recommending improvements.
• Maintain accurate incident records in ServiceNow for reporting and analysis.
• Develop communication templates, escalation procedures, and incident response playbooks.
• Promote awareness and adherence to incident management processes through training and engagement.
• Drive continuous improvement in the Major Incident Management process.
• Support crisis management efforts, including integration with business continuity and disaster recovery.
• Ensure compliance with relevant security, privacy, and security requirements.
• Participate in an on-call roster for 24/7 incident management coverage.
• Other duties as required.

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 across multiple teams and vendors.
• Excellent communication, leadership, and stakeholder engagement skills.
• Proficient in ITSM tools such as ServiceNow, BMC Remedy, or similar.
• Strong analytical and problem-solving skills with a focus on improvement.
• Experience supporting root cause analysis and post-incident reviews.
• Ability to remain calm under pressure and manage priorities.
• 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 communications for leadership.
• Understanding of crisis management and business continuity pathways.
• Experience in regulated, high-availability, or customer-facing industries.
• Additional certifications like ITIL v4, ISO 20000, etc.

Benefits:

• Supportive team environment emphasizing knowledge sharing, flexibility, and help.
• Opportunities for career growth and skill development.
• Impactful work with a focus on professional success.
• Flexible hybrid working arrangements.

Do I need to meet all requirements to apply?

No. Studies show men tend to apply if they meet 60% of requirements, while women, non-binary, and neurodivergent individuals aim for closer to 90%. Don’t let this discourage you—character traits like confidence, capability, and curiosity are what matter most.

About us:

Logicalis is a global tech service provider 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 technology.

We support applicants with disabilities or neurodiversity by providing accommodations during the application process. Please disclose any specific needs, and we will facilitate support.