Critical Incident Manager
NTT Data
- Cyberjaya, Selangor
- Permanent
- Full-time
- Incident Response Management:
- Takes over the Lead of the Critical Incident Processing - Coordination Role, not a management/decision making or expert role
- To be staffed 24/7
- Not a Technical Expert but has the big picture of Operations and Architecture
- Follows through the end to end of the Critical Incident Processing inclusive of
- Creation of incident report and critical incident timeline upon resolution of the incident
- Facilitate post incident reviews (creation of problem record for RCA), to identify root cause, lessons learnt and other improvement areas
- Evaluate and leads the escalation to Manager on Duty (MOD) and other stakeholders.
- Communication and Coordination:
- Serves as the primary contact for critical incidents
- Sets up and starts Bridge Call - Involves necessary experts from the whole organization as needed
- Coordinate collaboration and communication of resources among cross team, stakeholders and external partners to troubleshoot and/or make decisions
- Ensuring a focused Critical Incident Processing by requesting regular updates of involved parties
- Keep stakeholders informed of the incident status, updates and resolution efforts through timely and accurate communication channels.
- Bachelor's degree in Computer Science, Information Technology, or related field
- ITIL certification (Foundation level or higher) preferred
- Minimum of 3 years working experience in IT, Information Technology
- Proven experience in incident response, crisis management or related roles within complex IT environment.
- Possess excellent communication and stakeholder management skills with the ability to effectively communicate complex technical issues to non-technical stakeholders (written and verbal)
- Able to adapt to a process-oriented mindset in a Global environment
- Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
- Flexible to work outside regular business hours and participate in on-call rotations as needed.
- Required language(s): English.
- Applicants must be willing to work in Cyberjaya
- Willing to support 24/7 shift