Incident Manager (ITSM)

CIMB Bank Berhad; Kuala Lumpur; Sur place; MYR 120 000 - 180 000; Plein temps

Résumé du poste

CIMB Bank Berhad in Kuala Lumpur, Malaysia seeks an ITIL Incident Manager to lead incident, problem, change, and configuration management within the ITIL framework. The role covers CIMB’s IT policy adherence and cross‑regional collaboration to restore services quickly.

You will drive standardized ITSM practices, manage major incidents, and provide KPI‑driven reporting. Strong English communication and 24x7 availability are required.

Qualifications

• Bachelor's degree in Computer Science/IT or IT equivalent.
• ITIL v3 Foundation and ITIL v3 Intermediate certifications.
• Minimum 3 years in Incident/Problem Lead or similar role.
• Working knowledge of Incident/Problem/Change Management ITIL v3.

Responsabilités

• Own and drive Incident Management process tasks across CIMB IT policies and regional operations.
• Coordinate incident management activities across Malaysia and regions, escalating risks and issues.
• Lead major incident handling (P1/P2), coordinating technical resources for recovery within SLA.
• Provide incident and major incident reporting (KPIs and SLAs) and liaise with stakeholders.

Connaissances

MS Office

English proficiency

Networking basics

Mainframe/AS400

Unix/Wintel

Formation

Bachelor's Degree in Computer Science/IT

ITIL v3 Foundation Certificate

ITIL v3 Intermediate in IT Service

Outils

MS Office

Description du poste

ITIL Incident Manager is responsible for managing the ITSM processes in accordance to CIMB

Service Management Model based on ITIL best practices. He or she should be practitioner in the

area, focused on core IT Service Management / ITIL functions including but not limited to areas such

as incident management, problem management, change management, configuration management

and service level management.

ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for

efficient and prompt handling of all issues in order to reduce incidents and improve service quality and

consequently identifies opportunities to improve the day-to-day operations of the organization.

Key Responsibilities *

The range of activities and tasks to be undertaken by an ITIL Incident Manager includes:

Incident Management Process Owners in driving Service management best-practice and ITIL process standardization.

Executes the Incident Management process tasks in adherence with CIMB IT Policy and Procedure and Problem SOP.

Coordinates and manages the Incident Management process activities across the MY and regional countries.

Escalates risks and issues to CIMB’s leadership team.

Supports Incident Management reporting (KPIs and customer SLAs).

Primary interface / contact person for CIMB, able to work on 24x7 support.

Lead and coordinate with technical resources to restore services via workaround or permanent solution within the agreed SLA, for major incidents (P1 / P2 cases).

Prioritize among competing issues based on resources and business impact.

Act as an escalation point for users, team members, and vendors for issues related to major incidents.

Response to user escalation and engage functional escalation and management escalation as required.

Chair conference calls between technical team, business and stakeholders to communicate status of recovery effort and confirm service restoration.

Central communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process.

Review and feedback on the Major Incident Review Report after major incidents to identify gaps and action.

Response to user escalation and engage functional escalation and management escalation as

required.

Chair conference calls between technical team, business and stakeholders to communicate status

of recovery effort and confirm service restoration.

Central communication point for Major Incidents. Driving the efficiency and effectiveness of the

incident management process.

Review and feedback on the Major Incident Review Report after major incidents to identify gaps

and action items of improvements and preventive measures.

Initiates follow-up actions to correct any issues or inefficiencies arising during execution of the

Incident Management Process and highlights any issues or ideas of improvement to the CIMB

leadership team.

Facilitate Problem Management for major incidents root cause analysis (RCA) or further investigation is required. Work closely with the Problem Management team to identify, record investigate, and manage problems arising from major incidents, recurring incidents, and significant service disruptions.

Ensure effective transition from Incident Management to Problem Management after service

restoration, including the handover of incident timelines, impact assessments, troubleshooting

records, workarounds, and recovery actions.

Coordinate and provide Incident and Major Incident Management support across CIMB’s regional

and international branches, ensuring consistent execution of incident management processes in

accordance with established IT policies, procedures, and SLAs.

Act as the central coordination point between regional IT teams, local business units, technical

support teams, and external vendors to manage incidents, facilitate service restoration, and

minimize business disruption across different countries and time zones.

Job Specification *

Bachelor's Degree or Professional Qualification in Computer Science/Information Technology.

ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service.

Minimum 3 years of Incident/Problem Lead.

Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3.

Technical/Functional skills

Minimum Technical Requirement - Proficient in MS Office.

Familiar with network technologies, application, hardware such as mainframe, AS400, Unix and Wintel environment.

Personal skills (Soft Competencies [Core/Leadership])

Good verbal and written command of English.

Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.

Strong influencing and relationship management skills.

Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.

Highly result oriented and can work in team

CIMB is one of ASEAN’s leading banking groups and Malaysia’s second largest financial services provider, by assets. Listed on Bursa Malaysia via CIMB Group Holdings Berhad, it had a market capitalisation of approximately RM81.6 billion as at 31 March 2026. It offers consumer banking, commercial banking, wholesale banking, transaction banking, Islamic banking and asset management products and services. Headquartered in Kuala Lumpur, the Group is present across ASEAN in Malaysia, Indonesia, Singapore, Thailand, Cambodia, Vietnam and the Philippines. Beyond ASEAN, the Group has market presence in China, Hong Kong and UK.

CIMB is one of ASEAN’s leading banking groups and Malaysia’s second largest financial services provider, by assets. Listed on Bursa Malaysia via CIMB Group Holdings Berhad, it had a market capitalisation of approximately RM81.6 billion as at 31 March 2026. It offers consumer banking, commercial banking, wholesale banking, transaction banking, Islamic banking and asset management products and services. Headquartered in Kuala Lumpur, the Group is present across ASEAN in Malaysia, Indonesia, Singapore, Thailand, Cambodia, Vietnam and the Philippines. Beyond ASEAN, the Group has market presence in China, Hong Kong and UK.