Commerz Global Service Solutions Hiring! Full Time Lead Incident Manager in Selangor - Ricebowl

Job purpose:

The Lead Incident Manager will be responsible for ensuring smooth operations in incident and service management processes. The role includes monitoring incoming channels, responding according to established Working Instructions, effectively managing and coordinating disruptions, and ensuring high-quality incident handling. A key focus will be on leading and moderating taskforce calls, ensuring clear management communication, and continuously improving the performance of internal IT processes.

The position requires close collaboration with the Cockpit-IT team and other involved teams, particularly in the alignment of Jira stories, SharePoint content, and cross-team processes.

Key Activities:

• Channel Monitoring: Supervise incoming entry channels and ensure timely and process-driven responses according to defined Working Instruction.
• Incident Management: Review ServiceNow incidents, maintain high-quality standards, and initiate alignment and resolution processes as need.
• Taskforce Leadership: Moderate and lead taskforce calls to coordinate and manage required actions during disruption.
• Management Communication: Provide structured and professional communication to management regarding ongoing issues, escalations, and resolution.
• Service Monitoring: Analyze and monitor internal IT tools to improve support performance and ensure system reliability.
• Documentation: Prepare professional documentation, including reports, presentations, and SharePoint content, to support and optimize operational process
• On-call duty: Taking over on-call responsibilities during the night and weekends to ensure continuous operation.
• Weekend activities: Support for planned weekend activities.
• Team Collaboration: Work closely with the Cockpit-IT team and other partners on shared tasks such as Jira stories, boards, and taskforce activities.

Specialist knowledge:

Qualifications/

Skill Requirements & Qualification

• Proven experience in IT or similar roles, with a focus on service management and operational processes.
• Technical Knowledge :Comprehensive understanding of operational and application architecture.
• Expertise in service management processes (e.g., ITIL).
• Knowledge of key IT tools, including ServiceNow, Dynatrace, and internal monitoring tools. Proficiency in Microsoft tools (Teams, Outlook, Excel, PowerPoint).
• Communication Skills: Confident communicator with the ability to align and coordinate processes across teams and stakeholders.
• Leadership Skills: Proven experience in leading and moderating taskforce calls and coordinating involved teams during incidents.
• Prioritization Skills: Ability to evaluate tasks effectively and prioritize them in time-sensitive situations.
• Flexibility and Resilience: Demonstrated ability to deliver high-quality results under challenging conditions.
• Language Skills: Fluent written and spoken English for professional communication at all levels.
• Willingness to Learn and Team Spirit: Motivation to learn new concepts, technologies, and tools, and enthusiasm for collaboration within the team.

Additional Skills:

• Strong customer and service orientation with professional demeanor.
• Independent, innovative, and solution-oriented working style.
• Skilled in preparing high-quality documentation (e.g., reports, SharePoint content).
• Proven ability to monitor and analyze IT tools to improve support performance.

The following technical prerequisites are required:

• Eligibility to join official “Teams in Teams” channels (currently, all externals must be removed during recertification).
• Ability to join the same ServiceNow assignment groups as the Cockpit-I team.
• Collaboration on Jira stories and boards alongside the Cockpit-IT team.Participation in daily and weekly meetings with the Cockpit-IT team.
• Cooperation in task forces with the Cockpit-IT team and other involved teams. Access to the Cockpit-IT SharePoint for shared documentation and resource management.
• Taskforce work may involve contact with customer data or cyber security data. Therefore, no data protection restrictions should apply for this job description.

Working hours: 09:00 am to 06:00 pm (local time / KL time), Mon to Fri. The working hours will cover the preparation for the Sunrise Board and Cockpit-IT Daily meeting.