Major Incident Manager - Malaysia
Introduction:
Our client is looking for Major Incident Manager to join their team in Kuala Lumpur , Malaysia
Responsibilities:
- Delivery of his/her respective ITIL processes to support business objectives. To support the delivery of these activities this role will require coverage across critical business hours and 24 x 7 standby support For the specific process area of responsibility:
• Monitor compliance to the ITIL processes specifically incident management for BAU and Project deliveries
• Control gathering of process metrics and documentation for production support
• Acting as the interface between service users and service delivery for correct approval, prioritization and resolution where appropriate
• Conducting, investigating, escalating and resolving incidents and supporting problems management
• Assist team with reviewing processes and redesigning procedures, on an ongoing basis to improve efficiency, and socializing changes across implementation teams
• Representing at appropriate governance forums with technical team and business
• Managing and mobilizing the team of technical resources delivering these activities.
Requirements:
• Bachelor Degree in Business Administration, Information Technology or related disciplines
• ITIL Service Management Foundation certification
• At least 5 years of relevant working experiences in I.T. industry on Incident, Change and problem Management would be an added advantage
• Technical knowledge on IT Infrastructure and Software
• Technical knowledge on AS400 system is required
• Leadership, organizational and communication skills with the ability to drive different teams and different technical experts to solve and follow up the incident, problem and change Internal
• Excellent command of written and spoken English is a MUST
