Incident Manager
- Cyberjaya, Selangor
- Permanent
- Full-time
- Own and manage the end-to-end Incident Management process in accordance with ITIL best practices,
- Lead and coordinate the response to all Priority 1 and Priority 2 Major Incidents, ensuring timely resolution and minimal business disruption,
- Act as the primary escalation point for major incidents across internal IT teams, third-party vendors, and business stakeholders,
- Assess and communicate the business and technical impact of major incidents to inform prioritisation and response strategies,
- Ensure timely and clear communication of incident status, progress updates, and resolution outcomes to all stakeholders, including executive leadership,
- Facilitate Major Incident Review meetings and Post-Incident Reviews (PIRs), identifying root causes and tracking corrective actions through to completion,
- Collaborate with Problem and Change Managers to support root cause analysis and prevent recurrence of major incidents,
- Monitor incident trends and key performance indicators (KPIs), providing regular reporting and recommending process improvements,
- Maintain accurate and detailed incident records in ServiceNow, ensuring data quality for reporting and analysis,
- Develop and maintain communication templates, escalation procedures, and incident response playbooks,
- Promote awareness and adherence to the incident management process across IT and business units through training and stakeholder engagement,
- Drive continuous improvement in the Major Incident Management process, including tools, workflows, and coordination models,
- Support crisis management efforts when required, including integration with business continuity and disaster recovery procedures,
- Ensure all incident response activities align with relevant compliance, privacy, and security requirements,
- Participate in an on-call roster to provide 24/7 incident management coverage, including after-hours support and escalation as needed,
- Other duties as required.
- Proven experience as an Incident Manager or in a similar ITIL-aligned service management role,
- Strong understanding of ITIL Incident Management principles and best practices,
- Demonstrated experience leading Major Incidents and coordinating responses across multiple teams and vendors,
- Excellent communication, leadership, and stakeholder engagement skills,
- Proficient in ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms,
- Strong analytical and problem-solving skills with a focus on continuous improvement,
- Experience supporting root cause analysis and facilitating post-incident reviews,
- Ability to remain calm under pressure and manage competing priorities in dynamic situations,
- Good understanding of related ITIL processes such as Problem, Change, and Service Continuity Management,
- ITIL v3 or v4 Foundation certification (required).
- Exposure to enterprise IT environments, including cloud and hybrid infrastructure,
- Background in IT infrastructure, applications, or service operations,
- Experience with related ITIL processes such as Problem and Change Management,
- Familiarity with incident communications and reporting for senior leadership,
- Understanding of crisis management or business continuity escalation pathways,
- Experience in regulated, high-availability, or customer-facing industries,
- ITIL v4, ISO 20000, or similar service management certifications.