TITLE: Infrastructure Service Operations - Incident Management Engineer To manage the Incident & Problem Management functions to ensure quick restoration for systems and services for the business entities.
- To facilitate Service Management in their efforts to increase the maturity of the IT Service management processes from the perspective of Incident & Problem Management
To co-ordinate strategic planning's to develop and humanize IT services in line with the leadership's aspirations to increase customer satisfaction by building lasting relationships in delivering quality service with the aim to meet if not exceed the user's expectations.
- KEY ACCOUNTABILITIES & OUTCOMES
Incident & Problem Management- To manage & deliver the incident management functions & capabilities in order quickly restore impacted services
Manage timely incident/user queries and resolution to deliver value (maximize systems availability, improve service levels, optimize costs, improve convenience and satisfaction) to external and internal customers
- To manage and coordinate Service Restoration Teams during major incidents to allow for a quicker resolution
Ensure timely communication to relevant stakeholders on the progress of major incidents- Manage user's escalation and drive IT partners to resolve the problem
Plan, review and manage Incident Severity Classification / Categorization
- Manage timely incident escalations to Senior IT Management team
Manage plans for health checks to gauge and manage customer satisfaction- To manage & execute the problem management phases & life cycle to assist in Root Cause Analysis.
To derive permanent solutions & improvements via post incident investigations, testing, simulations, implemented via controlled changes.
- To create and manage knowledge to improve future incident handling and resolution.
To manage problems and risks identified within the environment.- To manage Known Errors and its related solutions and fixes.
Facilitate in managing the audit process to identify potential process gaps
- Plan and coordinate Service improvement initiatives
To perform regular review for Incident & Problem Management processes for improvements
Degree in the field of Information System/Computer Science- Practitioner Certificate in Service Management (desirable)
ITIL Foundation certified (desirable)
- More than 3yrs work experience in IT field
Job Type: Full-time
Pay: RM5,
- 00 - RM6,500.00 per month
Schedule:
* Monday to Friday
