Incident Management - Senior Engineer (English, Mandarin and Cantonese Language Support)

Job Description

The Responsibilities of the Role:

• Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
• Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
• Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
• Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
• Providing timely, clear, accurate, and punctual updates to internal and external stakeholders to complete the incident verification process within the SLA.
• Identifying, analyzing, and interpreting trends or patterns in complex data sets to uncover deeper issues, insights, and opportunities for improved service delivery and management.
• Conducting timely daily, weekly, and monthly analysis of ticket volumes to identify trends and areas for improvement, providing input for problem management, and recommending sustainable enhancements to incident management processes.
• Recommending enhancements to streamline the ticket management process and improve overall efficiency.
• Conducting root cause analysis for major incidents and generating detailed reports outlining key issues, impacts, resolutions, and preventative actions. Facilitating the audit process to identify potential process gaps.
• Handling the escalation process for major or critical incidents, ensuring prompt and proper escalation to higher management when necessary.
• Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
• Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
• Creating and managing knowledge to improve future incident handling and resolution.
• Managing problems and risks identified within the environment.

Skill Requirements:

• Bachelor’s Degree: A degree in Information Technology, Computer Science, Engineering, or a related field is typically required.
• Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
• Must be able to read, write and speak in English, Mandarin and Cantonese.
• Case Management Experience: Proven experience in managing incidents within an ITIL framework, including handling major incidents, and coordinating with cross-functional teams.
• Technical Expertise: Hands-on experience with IT infrastructure and software systems, with the ability to troubleshoot and resolve technical issues.
• Leadership Experience: Experience leading and coordinating teams, particularly during high-pressure situations.
• Service Desk Experience: Prior experience in a service desk or IT support role can provide valuable insights into the incident management process.
• Vendor Management: Experience working with and managing external vendors and service providers.
• Customer Service Experience: Demonstrated ability to manage customer relationships and ensure high levels of customer satisfaction.
• Data Analysis: Experience with analyzing incident data, identifying trends, and implementing improvements based on data-driven insights.
• Process Improvement: Experience in developing and implementing process improvements within an ITIL framework.
• Knowledge Management: Experience in developing, enhancing and execution of Knowledge management.

The Package :

• Attractive Salary (RM4,500 – RM5,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.