Specialist - Incident Management

Marsh & McLennan Companies; Kuala Lumpur; Hybrid; MYR 80,000 - 100,000; Full time

Job summary

A global risk management firm is looking for a Specialist - Incident Management based in Kuala Lumpur. This hybrid role involves handling major incidents across various business units and requires a Bachelor's degree in Computer Science with at least 5 years of experience. Ideal candidates will have strong communication skills and be able to coordinate with multiple teams. The firm promotes a diverse culture, encourages continuous learning, and offers competitive benefits.

Benefits

Career Development and Training Opportunities

Professional development opportunities

Supportive leaders

Qualifications

• Minimum of 5 years of experience in incident management.
• Experience coordinating incidents with multiple support teams.
• Proficient in providing written and verbal status updates.

Responsibilities

• Handle severity 1 and severity 2 incidents for all business units.
• Assist with severity 3 incidents as needed.
• Coordinate investigations using MS Teams and Zoom.
• Communicate with stakeholders regarding incident progress.

Skills

Good communication skills

Problem solving skills

Ability to chair technical bridge calls

Flexibility and availability for on-call work

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Microsoft Teams

Zoom

Job description

We are seeking a talented individual to join our Incident Management team at Marsh McLennan. This role will be based in Kuala Lumpur. This is a hybrid role that has a requirement of working at least three days a week in the office.

Company

MMC Corporate

Specialist - Incident Management

What can you expect?

• Interact with diverse colleagues and stakeholders from various line of business within MMC

What is in it for you?

• Participate in multiple regional projects
• Career Development and Training Opportunities

We will count on you to:

• Part of a global MIM team handling severity 1 / severity 2 incidents for all MMC business units.
• Assisting with severity 3 (MIM Assists) where appropriate/needed.
• Coordinating investigations (MS Teams/Zoom) with all relevant MMC Tech resolver teams to resolve major incidents.
• Drive the incident towards restoring service as quickly as possible. (Implementing workarounds where available).
• Sending communications to stakeholders, keeping them informed on the progress.
• Providing post incident handover to Problem Management for Root Course Analysis.
• Being the escalation point for Service Desk and support team, for any major incidents that occur either inside or outside of business hours.

What you need to have:

• Bachelor's degree in Computer Science or a related field from an accredited institution, or an equivalent combination of education and training, with a minimum of 5 years of experience.
• Must have good communication skills to be able to provide written and verbal status updates clearly and effectively to tech stakeholders and senior/executive leaders.
• Experience using ServiceNow, Microsoft Teams and Zoom is preferable.
• Problem solving skills and ability to probe for impact and assess incident severity against defined criteria.
• Ability to chair and coordinate technical bridge calls/chats with multiple support teams and senior IT leaders to investigate and resolve major incidents.

What makes you stand out:

• Flexibility and availability to work on-call during some weekends/holidays is required (1 in 8 weekends on-call).
• Good communication and interpersonal skills
• Willing to learn and take on new challenges
• Being team oriented

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.