IT Service Leadership: Critical Situations Lead

AirAsia; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

AirAsia Berhad is seeking a seasoned IT leader to own IT Service Management, CritSit and IT Assist functions. You will drive incident response, process maturity, and service improvement across CMDB, Change, Problem and Knowledge domains.

You will coordinate cross-functional teams and ensure high-quality service delivery to keep operations running smoothly. The role requires ITSM expertise, strong leadership, and ITIL v4 proficiency, with a focus on resilient IT services, continuous improvement,

Qualifications

• Minimum 5 years in IT Service Management with at least 2 years in a leadership role.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• ITIL v4 Foundation is mandatory; MP or Practitioner is desirable.
• Hands-on experience with ITSM tools (ServiceNow, Jira Service Management) and CMDB.

Responsibilities

• Lead and mentor IT Assist and CritSit teams; manage on-call rotation and performance reviews.
• Oversee incident, request fulfillment, access management, and knowledge management processes.
• Own CritSit management from declaration to post-incident review; act as Incident Commander during P0/P1 outages.
• Own Change, Problem, and Configuration Management processes; drive service improvement and catalog management.
• Coordinate Business Continuity Planning (BCP) and Disaster Recovery (DR) testing and validation.

Skills

Leadership

Incident management

Communication

Problem solving

Decision making

Stakeholder management

Education

Bachelor's degree

Tools

ServiceNow

Jira Service Management

CMDB

Job description

AirAsia Berhad is seeking a seasoned IT leader to own IT Service Management, CritSit and IT Assist functions. You will drive incident response, process maturity, and service improvement across CMDB, Change, Problem and Knowledge domains.

You will coordinate cross-functional teams and ensure high-quality service delivery to keep operations running smoothly. The role requires ITSM expertise, strong leadership, and ITIL v4 proficiency, with a focus on resilient IT services, continuous improvement,