Incident Specialist - English and Cantonese Language Support

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology service provider in Kuala Lumpur is seeking an Incident Specialist fluent in English and Cantonese. The role involves managing incident handling per ITIL standards, collaborating with teams for resolutions, and preparing incident reports. Candidates should have 3-4 years of experience in incident management, a diploma or degree in IT, and skills in ITSM tools. This full-time position offers an attractive salary and various benefits, including medical coverage and annual leave.

Benefits

Attractive Salary (RM4,000 – RM5,000)

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• 3-4 years of experience in Incident management.
• Experience in Infrastructure, Security and Application IT domains.
• ITIL foundation v4, ITIL specialist v4 certification desired.

Responsibilities

• Manage end-to-end incident handling in line with ITIL standards.
• Collaborate with resolver teams for timely incident resolution.
• Identify process gaps and enhance documentation ensuring ISO compliance.
• Prepare and present incident reports to teams and customers.

Skills

ITSM tools

Problem-solving

Customer service

Time management

Team player

English proficiency

Cantonese proficiency

Education

Diploma/ Degree in Computer Engineering/IT or related

Tools

BMC Helix ITSM

ServiceNow

Job description

Incident Specialist – English and Cantonese Language Support

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Job Description

• Manage end-to-end incident handling in line with ITIL standards, including high-priority escalations across infrastructure,, and application domains.
• Collaborate with resolver teams to ensure timely resolution of incidents, with clear communication to stakeholders throughout the process.
• Identify process gaps and implement enhancements while ensuring all documentation, SOPs, and procedures are ISO-compliant and audit-ready.
• Prepare and present regular incident reports, metrics, and dashboards to internal teams and external customers.
• Utilize BMC Helix ITSM or equivalent tools (e.g., ServiceNow, OpenText) to manage incidents and ensure proper ticketing workflows.
• Proven ability to lead teams in maintaining high-quality work standards, driving productivity through continuous improvement, and fostering high performance through coaching, accountability, and leading by example.
• Strong skills in building collaborative relationships with internal teams, stakeholders, and vendors, influencing without authority, and promoting open communication, teamwork, and customer service excellence.
• Experienced in preparing customer reports, ensuring ISO-compliant documentation, supporting audit and compliance activities, and providing flexible 24x7 shift-based or on-call operational support.

Skill Requirements

• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
• Experience in Infrastructure, Security and Application IT domains.
• Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
• Driven and able to multi-task, strong time management skills and strong team player.
• Able to speak and write in English and Cantonese.
• Willing to work on shift rotations and standby.
• 3-4 years of experience in Incident management.
• Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
• Desired Certifications: ITIL foundation v4, ITIL specialist v4 certification.

The Package

• Attractive Salary (RM4,000 – RM5,000).
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Associate

Location

• Bangsar South.

Employment Type

• Full Time.