• Incident Specialist - English and Cantonese Language Support

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    Job Description
    The Responsibilities of the Role:
    • Manage end-to-end incident handling in line with ITIL standards, including high-priority escalations across infrastructure, security, and application domains.
    • Collaborate with resolver teams to ensure timely resolution of incidents, with clear communication to stakeholders throughout the process.
    • Identify process gaps and implement enhancements while ensuring all documentation, SOPs, and procedures are ISO-compliant and audit-ready.
    • Prepare and present regular incident reports, metrics, and dashboards to internal teams and external customers.
    • Utilize BMC Helix ITSM or equivalent tools (e.g., ServiceNow, OpenText) to manage incidents and ensure proper ticketing workflows.
    • Proven ability to lead teams in maintaining high-quality work standards, driving productivity through continuous improvement, and fostering high performance through coaching, accountability, and leading by example.
    • Strong skills in building collaborative relationships with internal teams, stakeholders, and vendors, influencing without authority, and promoting open communication, teamwork, and customer service excellence.
    • Experienced in preparing customer reports, ensuring ISO-compliant documentation, supporting audit and compliance activities, and providing flexible 24x7 shift-based or on-call operational support.


    Skill Requirements:
    • Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
    • Experience in Infrastructure, Security and Application IT domains.
    • Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
    • Driven and able to multi-task, strong time management skills and strong team player.
    • Able to speak and write in English and Cantonese.
    • Willing to work on shift rotations and standby.
    • 3-4 years of experience in Incident management.
    • Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
    • Desired Certifications: ITIL foundation v4, ITIL specialist v4 certification.


    The Package :
    • Attractive Salary (RM4,000 – RM5,000).
    • Annual Leave 15 days.
    • Medical Leave 14 days.
    • Medical and hospitalization coverage.


    Experience Required :
    • Associate


    Location :
    • Bangsar South.


    Employment Type :
    • Full Time.