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Incident Manager

Incident Manager

Logicalis Asia PacificCyberjaya, Selangor, Malaysia
30+ days ago
Job description

Overview

Incumbent role focused on incident management with ITIL alignment, coordinating Major Incidents and driving continuous improvement across tools, processes, and communications.

Responsibilities

  • Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.
  • Lead and coordinate the response to all Priority 1 and Priority 2 Major Incidents, ensuring timely resolution and minimal business disruption.
  • Act as the primary escalation point for major incidents across internal IT teams, third-party vendors, and business stakeholders.
  • Assess and communicate the business and technical impact of major incidents to inform prioritisation and response strategies.
  • Ensure timely and clear communication of incident status, progress updates, and resolution outcomes to all stakeholders, including executive leadership.
  • Facilitate Major Incident Review meetings and Post-Incident Reviews (PIRs), identifying root causes and tracking corrective actions through to completion.
  • Collaborate with Problem and Change Managers to support root cause analysis and prevent recurrence of major incidents.
  • Monitor incident trends and KPIs, providing regular reporting and recommending process improvements.
  • Maintain accurate incident records in ServiceNow, ensuring data quality for reporting and analysis.
  • Develop and maintain communication templates, escalation procedures, and incident response playbooks.
  • Promote awareness and adherence to the incident management process across IT and business units through training and stakeholder engagement.
  • Drive continuous improvement in the Major Incident Management process, including tools, workflows, and coordination models.
  • Support crisis management efforts when required, including integration with business continuity and disaster recovery procedures.
  • Ensure all incident response activities align with relevant compliance, privacy, and security requirements.
  • Participate in an on-call roster to provide 24 / 7 incident management coverage, including after-hours support and escalation as needed.
  • Other duties as required.

What you will bring

  • Proven experience as an Incident Manager or in a similar ITIL-aligned service management role.
  • Strong understanding of ITIL Incident Management principles and best practices.
  • Demonstrated experience leading Major Incidents and coordinating responses across multiple teams and vendors.
  • Excellent communication, leadership, and stakeholder engagement skills.
  • Proficient in ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms.
  • Strong analytical and problem-solving skills with a focus on continuous improvement.
  • Experience supporting root cause analysis and facilitating post-incident reviews.
  • Ability to remain calm under pressure and manage competing priorities in dynamic situations.
  • Good understanding of related ITIL processes such as Problem, Change, and Service Continuity Management.
  • ITIL v3 or v4 Foundation certification (required).

    • Nice to have

  • Exposure to enterprise IT environments, including cloud and hybrid infrastructure.
  • Background in IT infrastructure, applications, or service operations.
  • Experience with related ITIL processes such as Problem and Change Management.
  • Familiarity with incident communications and reporting for senior leadership.
  • Understanding of crisis management or business continuity escalation pathways.
  • Experience in regulated, high-availability, or customer-facing industries.
  • ITIL v4, ISO 20000, or similar service management certifications.

    • Benefits

  • Supportive team environment with a culture of knowledge sharing and collaboration.
  • Opportunity to grow across roles and learn new skills with support for professional development.
  • Flexible, modern working arrangements with a hybrid model.

    • About us

    We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology. Adjustments and support are available to create an accessible application process; please let us know if you need accommodations.

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