Senior Specialist – Service & Situation Management
Kuala Lumpur
Permanent
Full-time
25 days ago
Company Profile INSCALE is an impactful IT scaling partner to people and businesses. We unite tech talent with forwardthinking organizations, building a powerful partnership that pushes both towards the next level. Est. 2006 700+ employees 75 clients 35 nationalities Operates in 21 countries with 6 specialized tech hubs Clients : Companies where tech is strategic. We help our clients achieve scalable growth by combining our proven IT expertise with market-leading talent acquisition strategies and nearly two decades of industry know-how. Our core service is the attraction of the world&aposs best tech talents and creating dedicated tech teams, whether remote, in-house or in global tech hubs. With operations in 21 countries and specialized tech hubs in 6 locations our approach is founded on rigorous analysis, deep market understanding, and a commitment to long-term success. At INSCALE our mission is clear: to serve as a catalyst for your professional advancement in the tech industry and with that potentiate growth for our clients. Join us in this collaborative journey that fosters innovation, knowledge and accomplishment. For more information, visit https://www.inscale.net About the role: We are looking for an experienced and dynamic professional to join our Service and Situation Management Team. This role is critical in ensuring operational excellence and swift resolution of incidents that impact our business and customers. If you thrive in high-pressure environments, enjoy taking ownership, and excel at cross-functional communication, this position is for you. Our client is a leading service provider in the retail loyalty space, providing digital loyalty services to retailers across the globe. Based out of Denmark and rooted in Scandinavian values, they have a strong and informal company culture. What You'll Do: Incident Response & Recovery Evaluate, prioritize, dispatch, and coordinate the resolution of incidents - from minor issues to major, business-critical outages. Task Force Management Lead and coordinate Task Forces for high and critical incidents to ensure timely resolution and stakeholder alignment. Post-Incident Review Organize and facilitate Post Mortem analyses, ensuring lessons learned are documented, shared, and implemented to prevent recurrence. Customer Engagement Act as a direct point of contact for customers during critical situations, demonstrating calm and clear communication even under pressure. Stakeholder Management Build strong relationships across internal teams, ensuring alignment and transparency during incident handling and daily operations. Process Design & Improvement Design, align, and continuously improve Service Management processes to drive efficiency and consistency. Integration & Release Coordination Work closely with the Integration teams to plan and communicate changes, minimizing disruption to ongoing operations. Team coordination Manage a shift setup for people doing operational monitoring and 2nd level incident handling across the different customers and teams Operational Reporting Update and improve availability reports to key stakeholders both internally and for our customers. Routine Incident Management Handle repeating low-priority incidents, driving automation or permanent fixes where applicable. To succeed in this role, you need to be: A strong communicator with exceptional English language skills - both written and verbal. A resilient and decisive problem-solver who thrives under pressure and remains calm during crises. A structured and process-oriented thinker who can bring order to chaotic situations while driving continuous improvements. Customer-centric and proactive in building trust and transparency during challenging scenarios. Who We're Looking For: 3-4 years of experience in a similar role (Incident Manager, Service Delivery Manager, etc.). Familiarity with software development processes and cloud hosting. Experience with Microsoft Azure and Azure DevOps is an advantage. Familiarity with ITIL-based Service Management processes. Experience with monitoring tools (e.g., Azure Monitor, App Insights, Dynatrace, etc.). Working knowledge of Jira and other ITSM tools. Ability to work flexibly, including on-call shifts and urgent escalations outside regular hours. Qualifications: Bachelor's degree in Computer Science, IT, or a related field. What's Next If shortlisted, you'll be contacted within 2 weeks to discuss next steps. Show more Show less