Head of Service Management (Incident Management)

Head of Service Management (Incident Management)

We are looking for an experienced and highly skilled Incident Manager to join our team. The ideal candidate will have extensive experience in IT Service Management (ITSM), with a strong background in managing complex incidents and crises. You will be responsible for leading our incident management processes, ensuring minimal disruption to services, and driving continuous improvement. The role requires a strong understanding of ITIL processes and the ability to coordinate effectively with multiple teams and stakeholders.

About the company

One of the largest Malaysian Public Listed Companies.

Salary offered

RM15,000 - RM20,000 per month.

Key Responsibilities

• Serve as the process owner for all critical (P1) and high-priority (P2) major incidents, overseeing the end-to-end handling of these events.
• Lead and coordinate technical bridges and communication during major incidents, ensuring internal teams and vendor partners work together to resolve issues.
• Design and maintain processes, procedures, and training documentation for identifying and managing major incidents.
• Conduct trend analysis on recurring incidents and events, feeding insights into the problem management process to prevent future occurrences.
• Produce and present Post Incident Review (PIR) and Root Cause Analysis (RCA) documents for all major incidents.
• Manage and run Change Advisory Board (CAB) meetings during critical outages or in the absence of the Change Manager, ensuring all changes are documented and have a clear implementation and rollback plan.
• Ensure adherence to all internal processes and security guidelines.
• Contribute to a 24 / 7 operational environment, maintaining policies and procedures to meet customer satisfaction (CSAT) and contractual obligations.

Skills and Qualifications

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