Incident Manager -Tech Support

Voidsolutions; Kuala Lumpur; On-site; MYR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Health insurance

Career growth opportunities

Training and development programs

Job summary

Voidsolutions in Kuala Lumpur is seeking an Incident Manager - Tech Support to manage the lifecycle of technical incidents. The role requires overseeing incident resolution, coordinating with technical teams, and ensuring effective communication. Ideal candidates should have 12+ years of experience in technical support, strong problem-solving skills, and relevant educational qualifications. The position offers a competitive salary between INR 10,00,000 - INR 15,00,000 per annum with benefits like health insurance and opportunities for career growth.

Qualifications

• 12+ years of experience in technical support or IT operations.
• At least 3 years in an incident management role.
• Strong understanding of IT infrastructure and systems.

Responsibilities

• Oversee incident lifecycle from identification to resolution.
• Coordinate with technical teams for incident resolution.
• Communicate incident status to stakeholders.

Skills

Excellent problem-solving skills

Strong communication skills

Leadership abilities

Organizational skills

Time management skills

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

ITIL certification

Tools

Incident management tools

Ticketing systems

Job description

Job Title: Incident Manager - Tech Support

Job Type: Full-time

About Void Solutions:

At Void Solutions, we aim to contribute to the global service sector's excellence. Rooted in a commitment to quality, we aspire to provide exceptional services to our clients. Our unwavering dedication to extraordinary services is reflected in our steady growth, even during challenging times. As we expand our global footprint, from India to Dubai, Switzerland, and now Canada, our journey is defined by a passion for excellence and a relentless pursuit of transformative solutions.

Job Description:

The Incident Manager - Tech Support is responsible for managing the lifecycle of all technical incidents to ensure quick resolution and minimal impact on business operations. This role involves coordinating with various teams, prioritizing incidents, and ensuring effective communication throughout the incident management process. The Incident Manager aims to restore normal service operation as quickly as possible and drive continuous improvement in incident handling.

Responsibilities:

• Manage and oversee the entire lifecycle of incidents from identification to resolution and closure.
• Ensure that all incidents are accurately logged, categorized, and prioritized based on impact and urgency.
• Coordinate with relevant technical teams to diagnose, troubleshoot, and resolve incidents.
• Serve as the primary point of contact for incident communication, ensuring stakeholders are kept informed of incident status, progress, and resolution.
• Facilitate bridge calls and meetings during major incidents to expedite resolution and decision-making.
• Liaise with internal teams and external vendors as needed to address and resolve incidents.
• Escalate incidents to higher-level support or management when necessary, providing detailed information and context.
• Ensure timely escalation and effective communication of major incidents to minimize business impact.
• Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement.
• Document incident reports, including a detailed timeline, resolution steps, and recommendations for preventing future occurrences.
• Share findings and recommendations with relevant teams and stakeholders.
• Analyze incident trends and patterns to identify opportunities for process improvements and proactive measures.
• Collaborate with other teams to implement changes that reduce incident frequency and improve response times.
• Develop and update incident management processes, policies, and procedures to enhance efficiency and effectiveness.
• Maintain accurate and up-to-date records of all incidents, actions taken, and resolutions achieved.
• Prepare regular incident management reports and metrics for management review.
• Ensure all documentation is clear, comprehensive, and accessible to relevant stakeholders.
• Provide training and guidance to technical support staff on incident management processes and best practices.
• Foster a culture of continuous learning and improvement within the incident management team.
• Stay updated on industry trends, tools, and best practices in incident management.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification or similar is highly preferred.
• Minimum of 12 + years of experience in technical support or IT operations, with at least 3 years in an incident management role.
• Strong understanding of IT infrastructure, systems, and applications.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Proficiency in incident management tools and ticketing systems.
• Strong organizational and time management skills.
• Leadership abilities and experience managing or mentoring teams.
• Competitive salary with performance-based incentives.
• Opportunities for career growth and advancement.
• Training and development programs.
• Health insurance and other benefits as per company policy.

Salary Range: INR 10,00,000 - INR 15,00,000 per annum

How to Apply:

If you believe you are the right fit for this role, please send your resume to [e-mail]. We look forward to hearing from you!