Senior ITSM Engineer — ITIL & Service Excellence

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

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.