Senior Engineer (IT Service Management)

Osram (Malaysia) Sdn Bhd; Penang; On-site; MYR 50,000 - 90,000; Full time

Job summary

Osram (Malaysia) Sdn Bhd in Penang is seeking an ITSM professional to manage service governance, incident resolution, and change management. You will apply ITIL principles, coordinate across IT teams and external providers, and drive service quality improvements.

The role requires at least 3 years hands-on ITSM experience, strong communication, stakeholder engagement, and the ability to analyze trends and present findings to senior stakeholders.

Qualifications

• Bachelor's degree in information technology or related field.
• Minimum 3 years of hands-on IT Service Management (ITSM) experience.
• Experience with ITIL framework and ITSM platforms like ServiceNow or BMC Remedy.

Responsibilities

• Coordinate incident resolution activities and follow-up actions.
• Participate in root cause analysis discussions and problem management.
• Support Change Advisory Board (CAB) preparation and documentation.
• Participate in ITSM improvement projects and automation initiatives.
• Act as point of contact for senior business stakeholders and manage escalations effectively.
• Collaborate with internal IT teams, business users, and external service providers.

Skills

ITIL

ITSM

Stakeholder management

Data-driven decisions

Analytical mindset

Communication

Facilitation

Incident coordination

Vendor performance tracking

Automation initiatives

Education

Bachelor’s degree in IT/CS/IS/Software Engineering

Tools

ServiceNow

BMC Remedy

Job description

• Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
• Experience with industry-leading ITSM platforms, any one of: ServiceNow / BMC Remedy.
• Excellent verbal and written communication skills.
• Strong stakeholder management and negotiation capabilities.
• Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions.
• Strong facilitation, presentation, and influencing skills.
• Ability to work independently while managing multiple priorities in a dynamic environment.
• Participate and Conduct awareness sessions on IT governance and service management best practices.
• Drive regular service reviews and audits.
• Coordinating incident resolution activities and follow-up actions.
• Support Change Advisory Board (CAB) preparation and documentation.
• Participate in root cause analysis discussions and problem management activities.
• Collaborate with internal IT teams, business users, and external service providers.
• Support service review meetings and vendor performance tracking.
• Help manage user communications during service disruptions and planned maintenance activities.
• Participate in ITSM improvement projects and automation initiatives.
• Contribute ideas to improve service quality, operational efficiency, and customer experience.
• Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction.
• IT service optimization, automation and lead adoption of best practices.
• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Minimum 3 years of hands-on experience in IT Service Management (ITSM).
• Demonstrated expertise in one or more of the following disciplines:

Incident Management
Problem Management
Change Management
Request Management

ams OSRAM is an Equal Employment Opportunity Employer. Diversity, equity and inclusion is strongly established in our corporate culture and we firmly believe it makes us more successful as a company. All qualified applications will receive consideration for employment regardless of ethnic, national or social origin, gender, gender identity, sexual orientation, color, religion, age, physical and mental abilities.

The ams OSRAM Group is a global leader in innovative light and sensor solutions.

With more than 110 years of industry experience, we combine engineering excellence and global manufacturing with a passion for cutting-edge innovation enabling transformative advancements in the automotive, industrial, medical, and consumer industries.

“Sense the power of light” – our success is based on the deep understanding of the potential of light and distinct portfolio of emitter and sensor technologies. Around 19,700 employees worldwide drive innovations alongside societal megatrends.

About ams OSRAM

The ams OSRAM Group is a global leader in innovative light and sensor solutions.

With more than 110 years of industry experience, we combine engineering excellence and global manufacturing with a passion for cutting-edge innovation enabling transformative advancements in the automotive, industrial, medical, and consumer industries.

“Sense the power of light” – our success is based on the deep understanding of the potential of light and distinct portfolio of emitter and sensor technologies. Around 19,700 employees worldwide drive innovations alongside societal megatrends.