ITSM Operations Lead: ITIL Excellence & MTTR

Altera; Bayan Lepas; On-site; MYR 180,000 - 260,000; Full time

Job summary

Altera is seeking an ITSM Operations Lead to drive governance and strategy across Incident, Problem, Change, and SACM, ensuring high availability and optimized service delivery. You will lead ITIL best practices, coordinate with cross-functional teams and service desk analysts to reduce MTTR and improve metrics.

The role requires 5+ years in IT operations, ITIL Foundation, and hands-on experience with ServiceNow/Jira Service Management, Remedy, or Freshservice.

Qualifications

• 5+ years in IT Operations or ITSM leadership.
• ITIL Foundation required; Intermediate or MP preferred.
• Hands-on with ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or Freshservice.
• Strong leadership to guide cross-functional teams during outages.
• Ability to define, monitor, and report IT service metrics (MTTR, SLA).

Responsibilities

• Govern ITIL processes across incident, problem, change, and SACM.
• Lead major incident management and RCA activities.
• Facilitate CAB meetings and change risk assessments.
• Oversee platform administration and dashboards for ITSM tooling.
• Drive CSI and service improvements with KPIs.

Skills

ITIL Foundations

Incident Mgmt

Problem Mgmt

Change Enablement

SACM

ServiceNow

Jira Service

Remedy

Stakeholder Mgmt

MTTR Reduction

Education

ITIL Foundation

ITIL Intermediate

Tools

ServiceNow

Jira Service Management

Remedy

Freshservice

Job description

Altera is seeking an ITSM Operations Lead to drive governance and strategy across Incident, Problem, Change, and SACM, ensuring high availability and optimized service delivery. You will lead ITIL best practices, coordinate with cross-functional teams and service desk analysts to reduce MTTR and improve metrics.

The role requires 5+ years in IT operations, ITIL Foundation, and hands-on experience with ServiceNow/Jira Service Management, Remedy, or Freshservice.