Remote IT Incident Manager Senior

Jobgether; Remote; MYR 80,000 - 120,000; Full time

Job summary

A recruitment agency is seeking an IT Incident Manager to manage incoming IT support requests effectively. This remote role involves evaluating and prioritizing incidents, collaborating with various IT functions, and driving service improvements. The ideal candidate will have strong analytical skills, a detailed understanding of ITIL concepts, and excellent communication capabilities. The position offers flexible working hours and opportunities for professional development while focusing on maintaining high service standards.

Benefits

Flexible work hours

Opportunities for professional development

Collaborative work environment

Health and wellness benefits

Qualifications

• 3-5+ years of experience in Incident Management or Service Desk.
• Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, CMDB).
• Proven ability to assess severity and prioritize incidents effectively.

Responsibilities

• Monitor and triage all incoming support requests logged in various IT tracking systems.
• Validate request completeness and ensure all required details are captured.
• Assess each incident for severity, business impact, and completeness.

Skills

Incident Management

ITIL concepts

Communication skills

Organizational skills

Analytical skills

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a IT Incident Manager - REMOTE. This role is crucial for ensuring that all incoming IT support requests are managed effectively from start to finish. As an incident manager, you will evaluate and prioritize incidents based on their severity and impact, ensuring that requests are assigned to the appropriate teams and resolved within agreed service levels. You will collaborate with various IT functions to drive improvements and maintain a high standard of service. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to communicate effectively across technical and non-technical stakeholders.

Accountabilities

• Monitor and triage all incoming support requests logged in various IT tracking systems.
• Validate request completeness and ensure all required details are captured.
• Assess each incident for severity, business impact, and completeness.
• Determine appropriate priority based on facts provided in the incident.
• Identify incidents vs. enhancements and route accordingly.
• Assign incidents to the proper resource or team.
• Confirm resolution quality and keep incident tracking systems clean.
• Analyze incident trends, root causes, and propose problem management initiatives.
• Partner with teams to enhance incident prevention and automation.
• Work across all areas of IT and align incident handling with business priorities.

Requirements

• 3–5+ years of experience in Incident Management or Service Desk.
• Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, CMDB).
• Proven ability to assess severity and prioritize incidents effectively.
• Excellent communication skills with technical and non-technical stakeholders.
• Strong organizational skills and attention to detail.

Benefits

• Flexible work hours and remote work options.
• Opportunities for professional development and training.
• Collaborative work environment with a focus on continuous improvement.
• Health and wellness benefits.
• Access to tools and technologies to enhance productivity.