ITIL Incident Manager 24/7 Service Restoration Lead

CIMB Group Malaysia; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

CIMB Group Malaysia is seeking an ITIL Incident Manager to oversee ITSM processes across its service management model, applying ITIL best practices. The role focuses on incident, problem, change, configuration, and service level management to reduce incidents and improve service quality.

Based in Malaysia, you will coordinate across regional teams, escalate risks, support KPI/SLAs, and act as the primary interface for major incidents, including 24x7 readiness and coordinating with technical

Qualifications

• Bachelor's Degree or Professional Qualification in Computer Science / IT
• ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation
• Minimum 3 years of Incident/Problem Lead experience

Responsibilities

• Owns Incident Management process tasks per CIMB IT policy and procedures
• Coordinates and manages the Incident Management process activities across the MY and regional countries
• Escalates risks and issues to CIMB leadership
• Supports Incident Management reporting (KPIs and customer SLAs)
• Primary interface / contact for CIMB, able to work on 24x7 support
• Lead and coordinate with technical resources to restore services via workaround or permanent solution within the agreed SLA for major incidents (P1/P2)
• Prioritize among competing issues based on resources and business impact
• Act as escalation point for users, team members, and vendors for issues related to major incidents
• Chair conference calls between technical team, business and stakeholders to communicate status of recovery effort
• Central communication point for Major Incidents and drive efficiency of the incident management process
• Review Major Incident Review Report for gaps and action items
• Initiate follow-up actions to correct issues during Incident Management
• Facilitate Problem Management for major incidents RCA with Problem Management team
• Ensure transition from Incident Management to Problem Management after restoration
• Coordinate Incident and Major Incident Management support across CIMB’s regional and international branches
• Act as central coordination point between regional IT teams and external vendors to minimize disruption across countries and time zones

Skills

MS Office

Network technologies

Mainframe/AS400/Unix/Wintel

English communication

Relationship management

Multi-priority management

Team player

Education

Bachelor's Degree / IT qualification

ITIL v3 Foundation & ITIL v3 Intermediate

Job description

CIMB Group Malaysia is seeking an ITIL Incident Manager to oversee ITSM processes across its service management model, applying ITIL best practices. The role focuses on incident, problem, change, configuration, and service level management to reduce incidents and improve service quality.

Based in Malaysia, you will coordinate across regional teams, escalate risks, support KPI/SLAs, and act as the primary interface for major incidents, including 24x7 readiness and coordinating with technical