Incident Manager

Tata Consultancy Services; Sepang; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in IT services is seeking an Incident Manager to enhance the efficiency of IT service management. The role involves overseeing the incident management process, coordinating responses, and producing documentation related to procedures for handling incidents. Ideal candidates will have a background in IT or engineering, with experience in incident management and relevant certifications.

Qualifications

• Proven experience in incident management or IT service management (ITSM).
• Relevant certifications such as ITIL, CISM, or CISSP preferred.
• Strong technical knowledge of IT systems and services.

Responsibilities

• Oversee the incident management process, ensuring incidents are managed efficiently.
• Serve as primary point of contact for stakeholders, providing incident updates.
• Analyze incident trends to identify recurrent issues and implement improvements.

Skills

Communication

Leadership

Multitasking

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Engineering

Job description

JOB DESCRIPTION:

An Incident Manager is responsible for managing the lifecycle of incidents to ensure minimal disruption to business operations and swift resolution of IT service interruptions.

Key Responsibilities

Incident Management: Oversee the incident management process, ensuring that all incidents are logged, categorized, prioritized, and resolved efficiently.

Coordination: Collaborate with various teams to coordinate incident response efforts and ensure adherence to incident management protocols.

Communication: Serve as the primary point of contact for stakeholders, providing updates on incident status and resolution efforts.

Documentation: Produce and maintain documentation outlining incident management protocols, including procedures for handling cybersecurity threats and server failures.

Analysis and Improvement: Analyze incident trends to identify recurring issues and implement preventive measures to enhance service quality and minimize future incidents.

Team Management: Manage incident response teams, reassign workloads, and ensure effective communication during major incidents.

Required Skills and Qualifications

Education: A bachelor’s degree in Information Technology, Engineering, or a related field is typically required.

Experience: Proven experience in incident management or IT service management (ITSM) is essential, with a strong understanding of incident management processes.

Certifications: Relevant certifications such as ITIL, CISM, or CISSP may be preferred.

Technical Skills: Strong technical knowledge of IT systems and services, with the ability to quickly learn new technologies and procedures.

Soft Skills: Excellent communication, leadership, and multitasking abilities, with a calm demeanor under pressure.