Head of Service Management (Incident Management)

Overview

About the role : 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 Company.

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

Other Information

skills : no additional skills required

qualifications : no additional qualifications required

education : Bachelor Degree

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