Senior Incident Manager: Rapid Restoration & Coordination

Singtel Group; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Singtel Kuala Lumpur (Sudong MY Sdn. Bhd.) is seeking an Incident Manager to lead end-to-end major incident management, coordinating technical teams, vendors, and stakeholders to restore services swiftly and minimize business impact.

The role requires 5+ years in incident management, strong ITIL knowledge, and hands-on experience with ITSM tools like ServiceNow. You will drive post-incident reviews and continual service improvement in a fast-paced enterprise environment.

Qualifications

• Bachelor's degree or diploma in IT, CS, engineering, or related field.
• Minimum 5 years in Incident Management or IT Operations in an enterprise environment.
• Proven experience managing high-priority incidents (P1/P2).
• Knowledge of ITIL Incident and Major Incident Management processes; ITIL Foundation preferred.
• Hands-on experience with ITSM platforms such as ServiceNow.
• Strong stakeholder management, communication, and coordination skills.
• Experience with global enterprise customers and cross-geographic teams is desirable.

Responsibilities

• Lead end-to-end lifecycle of major incidents (P1, P2, high-priority P3) ensuring timely restoration and minimal customer impact.
• Serve as the primary escalation point during critical service disruptions.
• Coordinate cross-functional technical teams, resolver groups, and external vendors to restore services within SLAs.
• Facilitate incident bridges, technical discussions, and management updates.
• Deliver timely, accurate communications to customers, stakeholders, and executive management during major incidents.
• Monitor incident progress, SLA performance, and escalation activities; ensure governance.
• Prepare AIRs, validate RCA findings, and coordinate preventive actions with Problem Management.
• Ensure ITIL and customer–Singtel processes compliance.
• Monitor ChatOps channels and respond to requests and escalations.
• Identify trends and propose continual service improvement initiatives.
• Produce incident metrics, service reports, and dashboards for governance reviews.

Skills

Stakeholder management

Communication skills

Coordination skills

Analytical skills

Problem solving

Reporting

Presentation skills

ITIL knowledge

ServiceNow

Education

Bachelor's Degree or Diploma in IT/CS/Engineering/Telecommunications

Tools

ServiceNow

Job description

Singtel Kuala Lumpur (Sudong MY Sdn. Bhd.) is seeking an Incident Manager to lead end-to-end major incident management, coordinating technical teams, vendors, and stakeholders to restore services swiftly and minimize business impact.

The role requires 5+ years in incident management, strong ITIL knowledge, and hands-on experience with ITSM tools like ServiceNow. You will drive post-incident reviews and continual service improvement in a fast-paced enterprise environment.