Silentmode Sdn. Bhd. Hiring! Full Time Incident Manager in Selangor - Ricebowl

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.