Team Lead - Problem, Incident, and Change Management

Logicalis; Cyberjaya; Hybrid; MYR 80,000 - 120,000; Full time

Job summary

A leading IT service provider is seeking an experienced IT Service Manager in Cyberjaya. The candidate will be responsible for leading incident, problem, and change management processes and driving service improvements while collaborating across technical and business teams. Ideal candidates have strong ITIL knowledge, proven leadership skills, and a desire to mentor and develop teams.

Qualifications

• 5+ years in IT Service Management within an MSP or complex environment.
• Experience with Continual Service Improvement (CSI) methodologies.
• Experience in managing small to mid-size operational teams.

Responsibilities

• Lead best practices for efficient incident resolution and root cause elimination.
• Manage and develop the PICM team, ensuring SLA compliance.
• Drive Major Incident and Problem Resolution.

Skills

Incident Management

Change Management

Problem Management

ITIL Frameworks

Analytical Skills

Stakeholder Communication

Education

ITIL Foundation or Intermediate Level Certification

Job description

Key Requirements:

• Able and willing to work in a hybrid-basis working arrangement (with office located in Cyberjaya Area)
• Able and willing to work within Australia's time-zone working hour
• 5+ years in IT Service Management within an MSP or complex multi-client environment
• Proven experience in leading Incident - Problem - Change Management processes concerning an IT Managed Service challenges, with key technology areas including but not limited for network-infra environment, data center integrity, and other enterprise solution
• Strong knowledge of ITIL frameworks, ideally with ITIL Foundation or Intermediate level certifications (Managing Professional or Master level are a plus point)
• Experienced with Continual Service Improvement (CSI) methodologies
• Strong analytical skills and ability to interpret data to drive improvements
• Excellent stakeholder communication and client-facing experience
• Experience in managing or mentoring small to mid-size operational teams

Role Responsibilities:

• Lead the best-practice of an efficient incident resolution, identification & elimination of root causes, as well as safe - controlled execution of IT changes
• Manage and Develop the PICM (Problem, Incident, and Change Management) team, which includes coaching and developing a high-performing talents
• Ensuring a precise SLA compliance and good process governance for the clients
• Drive Major Incident and Problem Resolution
• Drive Continuous Service Improvement (CSI)
• Identifying and recommending process improvements that significantly reduce workloads or improve quality
• Ensure Compliance with Audit and Regulatory Requirements
• Collaborate Across Technical and Business Teams