IT Operations – Incident Management Specialist

Accenture; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global professional services company based in Kuala Lumpur is seeking a Subject Matter Expert to lead incident management and work with cross-functional teams. This role requires mastery in Critical Incident Management with at least 2 years of relevant experience. The ideal candidate will engage in monitoring, prevention, and service operations while ensuring stakeholder communication. Opportunities for formal training and continuous skill development are included, making it an excellent platform for career growth.

Benefits

Variety of formal and informal training programs

Career development opportunities

Equal opportunities employer

Qualifications

• Master proficiency in Critical Incident Management.
• Minimum of 2 years in related roles with expertise in incident management.

Responsibilities

• Drive incident and outage management processes.
• Monitor systems and analyze trends.
• Track and facilitate changes to production environments.
• Operate IT production services aligned with management protocols.
• Communicate effectively with stakeholders during critical events.

Skills

Critical Incident Management

Incident Management Process

Operational Process Improvements

Service Resolution Management

Education

Bachelor's Degree in a relevant field

Job description

About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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About the Role

Join us in making a difference through your expertise! As a Subject Matter Expert, you will collaborate with cross‑functional teams to drive critical decisions and deliver solutions to complex challenges. Your role will be pivotal in managing incidents and outages that impact organizational performance. We are excited to see how your skills in Critical Incident Management will shine in this dynamic environment.

Key Responsibilities

• Incident & Outage Management: Drive incident and outage management processes to ensure swift resolution and minimal business impact.
• Monitoring & Prevention: Monitor systems and analyze trends to enhance performance and proactively prevent future incidents.
• Change Management: Track and facilitate the acceptance of changes to production environments.
• Service Operations: Operate IT production services in alignment with management protocols and Service Level Agreements (SLAs).
• Stakeholder Engagement: Communicate effectively with stakeholders to ensure transparency and collaboration during critical events.

Qualifications

• Master proficiency in Critical Incident Management and Incident Management Process.
• Education: Bachelor’s Degree in a relevant field of study.
• Experience: Minimum of 2 years in related roles with demonstrated expertise in incident management.

Preferred Skills (Bonus Points)

• Expert proficiency in Operational Process Improvements.
• Expert proficiency in Service Resolution Management.

You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.