Job Description

The Position:

• As an Incident Management Senior Engineer within the ITIL framework, your mission is to ensure the efficient and effective management of incidents and service requests for assigned accounts.
• Your role involves responding to, facilitating, and administering ITIL and related service support processes.

• 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.
• Recommending enhancements to streamline the ticket management process and improve overall efficiency.
• 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.
• Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.
• Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.

• Strong language competencies in English, Mandarin and Cantonese language.
• Bachelor\'s degree in Computer Science, Software Engineering, or a related field.
• Industry Experience: At least 3-5 years of experience in IT service management, with a focus on incident management, case management, contact center environment.
• 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.

• Attractive Salary (RM4,000 - RM6,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

• Associate

• Kuala Lumpur, WP, Malaysia.

• Full Time.

Scicom