IT Incident Manager

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

Job summary

A reputable IT service provider in Kuala Lumpur is looking for a Mid-Senior Level Incident Manager. In this full-time role, you will oversee major incidents from detection to resolution, engage with teams, manage JIRA tickets, and ensure clear communication across levels. Success in this position requires a Bachelor’s degree in computer science, relevant experience in incident and change management, and proficiency in ITIL methodologies. The offered package includes an attractive salary, bonuses, and annual medical benefits.

Benefits

Attractive Basic Salary

Performance related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Qualifications

• Bachelor’s degree in computer science or any related technical field.
• Relevant experience in Incident Management and Change Management Process.
• Experience in ITIL methodologies and related practices.
• Exceptional business communication skills in speaking and writing.

Responsibilities

• Oversee the entire process of major incidents from detection to resolution.
• Facilitate bridge calls during major incidents.
• Manage quality handling of JIRA tickets.
• Provide timely updates on major incidents to Senior Management.

Skills

Incident Management

Change Management

Problem Management

ITIL methodologies

Excellent communication skills

Proactive and self-motivated

Multi-tasking under pressure

Education

Bachelor’s degree in computer science or related field

Tools

JIRA

Event management systems

Monitoring tools

Communication tools (Slack, Statuspage, Skype)

Job description

Job Description

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.
• Constant follow up on open tickets as necessary.
• Facilitate the PIR or Post Incident Review and write the Incident Report.
• Awareness on any production activities and understand the impact of all project deployment and change implementation 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 the 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 Policy or Rules in the Event Management System depending on the integration and their triggers/priorities.
• Coordinate major and minor incident investigations using JIRA.
• Service Management and different ticketing platforms of provider partners.
• Provide proper handover about the issues and activities that the next shift needs to be aware of.
• Enforcement of Code of Conduct; perform administrative duties of Team Lead.

Skill Requirements

• Bachelor’s degree in computer science or any related technical field.
• Relevant experience in Incident Management, Change and Problem Management Process.
• Experienced in ITIL methodologies, end‑to‑end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others.
• Experience working with event management systems and network/infrastructure/application monitoring tools.
• Be highly proactive, self‑motivated, and able to work on own initiative, and independently.
• Ability to manage a challenging workload, whilst working quickly and precisely under pressure.
• Exceptional business communication skill in speaking and writing.
• Able to work in a fast‑paced multi‑cultural environment.
• Possess people management and organizational skills.
• Critical thinker and provide 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.