IT Incident Manager

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A tech service provider in Kuala Lumpur is seeking an experienced Incident Manager to oversee incident response and continuous improvement. The ideal candidate will have a degree in computer science and relevant experience in incident management along with strong organizational and communication skills. This position offers an attractive salary, performance-related bonuses, and comprehensive medical coverage.

Benefits

Attractive Basic Salary

Performance-related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Experience in Incident Management, Change and Problem Management processes.
• Ability to manage a challenging workload while working quickly and precisely under pressure.

Responsibilities

• Oversee the entire process of major incidents from detection to resolution.
• Facilitate bridge calls during major incidents to coordinate responses.
• Ensure timely updates to Senior Management about major incidents.

Skills

Incident Management

ITIL methodologies

Communication tools

Proactive and self-motivated

People-management

Education

Bachelor’s degree in computer science or related field

Tools

Jira

Event management systems

Job description

Job Overview

We are seeking a strong Incident Manager to oversee major incident response, coordination, and continuous improvement across our technical and business operations in Kuala Lumpur.

Responsibilities

• Always on top of any major incident and oversee the entire process from detection to resolution.
• Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
• Maintain quality handling of Jira tickets, from creation to closure.
• Constantly follow up on open tickets as necessary.
• Facilitate the PIR or Post Incident Review and write the Incident Report.
• Stay aware of any production activities and understand the impact of all project deployments and change implementations on both technical and business KPIs.
• Engage leads and managers in constantly driving continuous improvement on their teams.
• Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams.
• Ensure concise and accurate incident advisories are sent on time.
• Ensure timely updates to Senior Management about the progress of major incidents.
• Maintain Global Maintenance Policies in coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance.
• Recommend or work with managers and leads to create, update or maintain Alert Policies or Rules in the Event Management System depending on integration and triggers/priorities.
• Coordinate major and minor incident investigations using JIRA.
• Service Management and different ticketing platforms of provider partners.
• Provide proper handover about issues and activities that the next shift needs to be aware of.
• Enforce Code of Conduct and perform administrative duties as Team Lead.

Skill Requirements

• Bachelor’s degree in computer science or any related technical field.
• Relevant experience in Incident Management, Change and Problem Management processes.
• Experience with ITIL methodologies, end‑to‑end support and/or related practice, and background in communication tools and platforms such as Slack, Statuspage, Skype and others.
• Experience working with event management systems and network/infrastructure/application monitoring tools.
• Highly proactive, self‑motivated and able to work on own initiative and independently.
• Ability to manage a challenging workload while working quickly and precisely under pressure.
• Exceptional business communication skills in speaking and writing.
• Ability to work in a fast‑paced, multi‑cultural environment.
• Possess people‑management and organizational skills.
• Critical thinker who provides sound judgment in every situation.

Package

• Attractive Basic Salary.
• Performance‑related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Mid‑Senior Level

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.