Manager, Incident Management

Alliance Bank; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Alliance Bank Malaysia is seeking an IT Helpdesk Lead to provide first line IT support to bank-wide users, resolve incidents under SLA, and coordinate with GIS and BCM teams. You will mentor the helpdesk staff, log and track tickets, generate weekly and monthly reports, and drive continual service improvements in a fast-paced banking environment.

The role requires ITIL/Cobit knowledge, strong communication, and ability to lead incident response, problem management, and KPI-driven development.

Qualifications

• Experience in IT service management aligned with SLA.
• Knowledge of incident and problem management processes.
• Familiarity with ITIL and COBIT frameworks.
• Microsoft Office and Windows proficiency.

Responsibilities

• Provide first line IT support to bank-wide users.
• Handle calls and emails, route to proper teams, respond on time.
• Lead IT service desk and monitor daily activities.
• Maintain and update incident and service request logs per SLA.
• Escalate critical incidents to BCM & BNМ as required.
• Mentor and guide helpdesk staff in KPI-driven development.

Skills

FCR

SLA management

Incident management

Problem management

Team mentoring

Tools

Microsoft Office

Windows

ITIL

Cobit

Microsoft Specialist

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Providing first call resolution (FCR) to users.

Handling Calls and emails , escape it to the respective support team and respond the users on time.

Team work with GIS Support team in handling and solving all the case according to SLA.

Mentoring and Guiding helpdesk team based on the management direction.

Make sure all tickets are logged and resolved on time.

Generating periodical reports on Weekly and Monthly basis and share it to GIS Team.

Providing First line IT Support to bank wide users

Leading a team of members in IT service desk and monitor the day by day actions

Handle emails and calls from users regarding their request and issues, respond and resolved on time

Monitor IS helpdesks incident and service request tickets

Ensure all tickets are logged and solved on time

Escalate the cases accordingly in achieving the Service level agreement (SLA) (

Manage and monitor the Incident Management (IM), Service request management (SR) and SLA management within the Alliance IS Helpdesk platform

Ensure the knowledge base and FAQ are constantly updated for the further references

Train and mentor direct reports in professional development and personal growth during monthly and annually Key Performance Indicator (KPI)

Worked as team with GIS support team to handle and solve all the cases reported by uses, according to SLA.

Handle P1 and P2 incidents , Major incidents

Create IR and Escalate to BCM & BNM .

Monitor and keep track of IT related issuesincidences (Incident Management) and problems (Problem Management).

Conduct proper follow up of issues, incidences and problems to ensure timely resolution.

Qualification

Microsoft Office

Windows

ITIL

Cobit

Microsoft Specialist

In managing incidents and problems as well as involvement in the continuous improvement cycle