• Major Incident Problem Management Specialist Jobs in Malaysia - 986768

    C Lon Networkers
  • 3 - 5 Years
  • Malaysia - Selangor - Subang Jaya
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  • Posted above 1 month
  • Job Views: 9
  • Job Applicants: Less than 10

Job Description

Major Incident

Responsible for ensuring the major incident process is invoked for all Priority 1 & 2 incidents, including the facilitation of the major incident technical bridge, the stakeholder bridge, all email/SMS notifications/progress updates and end to end management of the incident until a workaround is identified or completion of resolution

Manage Major Incidents, driving and coordinating resolution, including calls, escalation and notification to appropriate parties, as well as coordinating all incident support activities

Problem Management

Drive Problem Management to identify root-cause and corrective actions

Responsible for invoking problem escalation procedures to coordinate recovery

Responsible for isolating problem trends and ensuring that troubleshooting efforts are completed for recurring problems until permanent, or the best solutions agreed or found

Responsible for monitoring problem management database and follows up with assigned personnel to provide timely resolution

Work with Problem Manager to identify opportunities to reduce Problem tickets and trends

Position Requirements

• 1+ years managing major incidents to resolution End to end coordination and managing the process

• 2+ years technical program or project management leadership or front-line supervision of Network Operations and/or Major Incident teams

• Proven experience working with support process KPI’s, including Time to Resolution and Initial Response Time, and demonstrated experience in driving improvements to those Service Levels

We are looking at diversity in genderare encouraged to apply

• Experience working with Incident Management systems such as ServiceNow

• Strong written skills for communicating directly with executive management and customers

• ITIL Foundations certification is an advantage


• Experience running Incidents in a large, complex enterprise environment

• Ability to act with confidence and decisiveness, while exercising influence over a wide range of individuals at all levels of technical & business leadership

• Extensive technical experience – preferably in leadership or strong individual contributor role in other application or infrastructure organisation

• Excellent communication skills—verbal and written

Profile Summary

Type:Company Job

Role:Senior Executive

Industry:Consulting (Business & Management)

Salary:MYR 5,500 - 6,000

Deadline:21st Jan 2020

Company Profile

C Lon Networkers is a full-service Recruitment & Executive Search Consulting company focused on multinational corporations to small and medium size enterprise of all major business sectors in Malaysia.

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