ITIL Incident Manager (Shift)

Viridian Solutions Sdn Bhd – Kuala Lumpur, Kuala Lumpur

Job Description

This role is the single point of contact to facilitate, develop, enhance and maintain the overall Incident Management process that is compliant to ITIL, and works with other team leads when process deficiencies or improvements are identified.

Core Responsibilities

• Expert knowledge in Incident management process, procedures and standard operating work.
• Intermediate level of knowledge on managing incident related to Information Technology for Infrastructure, Security and Application.
• Intermediate level of knowledge on Microsoft Office (Excel, Powerpoint and Word)
• Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example : ServiceNow, Opentext, etc)
• Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role
• Demonstrated the ability to drive and implement new improvement / changes to enhance productivity in the role
• Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market / industry awareness, and maintaining customer focus
• Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation / influence and customer relationship management with all level of staff and customer.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders
• Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones
• Prepare reporting as part of deliverables to the customer
• Ensure existing and future documentation process, SOP, manual are compliant to the company ISO standard
• Participate and provide assistance for audit, ISO and general compliance and assurance activities
• Ability to work in shift as per roster or on call basis in a 24x7 operating environment

Desired Certifications

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