The Responsibilities of the Role: Always on top of any major incident and oversee the entire process from detection to resolution. Facilitate bridge calls with relevant teams during major incidents and potential critical issues. Maintains quality handling of Jira tickets, from creation to closure. Constant follow up on open tickets as necessary. Facilitate the PIR or Post Incident Review and write the Incident Report. Awareness on any production activities and understand the impact of all project deployment and change implementation on both technical and business KPIs. Engage leads and managers in constantly driving continuous improvement on their teams. Work closely with Application Support to quickly identify issues that need to be escalated to the development or technical teams. Ensure concise and accurate incident advisories are sent on time. Ensure timely updates to the Senior Management about the progress of the major incidents. Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance. Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities. Coordination of major and minor incident investigations using JIRA. Service Management and different ticketing platforms of provider partners. Provide proper handover about the issues and activities that the next shift needs to be aware of. Enforcement of Code of Conduct perform administrative duties of Team Lead Skill Requirements: Bachelor's degree in computer science or any related technical field. Relevant experience in Incident Management, Change and Problem Management Process. Experienced in ITIL methodologies, end-to-end support and/or related practice. Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others. Experience working with event management systems and network/infrastructure/application monitoring tools. Be highly proactive, self-motivated, and able to work on own initiative, and independently. Ability to manage a challenging workload, whilst working quickly and precisely under pressure. Exceptional business communication skill in speaking and writing. Able to work in a fast-paced multi-cultural environment. Possess people management and organizational skills. Critical thinker and provide sound judgment in every situation. The Package : Attractive Basic Salary. Performance related bonus for confirmed staff. Annual Leave 15 days. Medical Leave 14 days. Medical and hospitalization coverage. Experience Required : Mid-Senior Level Location : Kuala Lumpur, WP, Malaysia. Employment Type : Full Time.