Job Summary:

This role’s key responsibilities include handling service technical resources (a team of 20), supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet internal stakeholders’ expectations.

• Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews
• Implement and maintain service delivery processes to improve efficiency and effectiveness
• Work closely with internal teams to ensure flawless service delivery and resolve any issues
• Generate and present reports on service performance, incidents, and improvements to team members
• Ensure high levels of customer satisfaction by addressing concerns and improving service quality
• Review and adjust the incident management process as required to ensure its effectiveness

Requirements:

• Min 10 years’ experience on incident/problem and escalation management
• Min 5 years’ experience in leadership role
• Strong knowledge of IT service management software such as ServiceNow, ManageEngine, Atlassian, etc
• ITIL Certification
• Experience in managing a team of at least >20
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Strong problem solving, analytical, and time management skills

If this sounds like the role for you, please submit your resume to sewyee.gan@techstaffing.my, stating the job title. We regret that only shortlisted candidates will be notified, but we look forward to connecting if another opportunity arises.