Overview
Incident Manager Jobs in Bandar Baru Bangi, Selangor, Malaysia at Silentmode Sdn. Bhd.
Title: Incident Manager
Company: Silentmode Sdn. Bhd.
Location: Bandar Baru Bangi, Selangor, Malaysia
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
- Minimum 5 years of experience in Incident Management, IT Operations, NOC, SOC, Managed Services, or Enterprise Support.
- Proven experience managing enterprise-scale production incidents.
- Experience working within 24×7 operational environments.
- Experience with IT Service Management frameworks.
- Experience working with cloud-based infrastructure is advantageous.
Technical Knowledge
- ITIL Incident Management
- Problem Management
- Service Level Management
- Enterprise Infrastructure
- Cloud Platforms
- Microsoft 365
- Windows/Linux environments
- Networking fundamentals
- ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or equivalent.
Key Responsibilities
Major Incident Management
- Lead the management of Priority 1 and Priority 2 incidents from identification through complete service restoration.
- Coordinate cross-functional technical teams during critical production incidents.
- Establish and lead Major Incident Bridge calls.
- Ensure incidents are prioritised appropriately based on business impact.
- Drive rapid decision-making while maintaining structured governance.
- Ensure all stakeholders receive timely, accurate, and consistent updates throughout the incident lifecycle.
- Escalate incidents appropriately to senior management where required.
Incident Governance
- Own the Incident Management process across the organisation.
- Ensure all incidents comply with internal operational standards and customer contractual obligations.
- Monitor incident response performance against agreed SLAs.
- Maintain complete incident documentation and audit trails.
- Review incident quality and process compliance regularly.
Problem Management
- Coordinate Root Cause Analysis (RCA) sessions following major incidents.
- Ensure corrective and preventive actions are assigned, tracked, and completed.
- Work closely with Engineering teams to eliminate recurring incidents.
- Identify operational trends and recommend long-term improvements.
Operational Excellence
- Monitor operational KPIs including:
- MTTR (Mean Time to Restore)
- MTBF (Mean Time Between Failures)
- Incident SLA Compliance
- Major Incident Frequency
- Repeat Incident Rate
- Develop dashboards and management reports.
- Recommend process automation opportunities to improve operational efficiency.
- Drive continual improvement initiatives aligned with ITIL best practices.
