ETeam Hiring! Full Time Incident Manager in Federal Territory - Ricebowl

Change & Incident Manager

Job Title: Change & Incident Manager

Location: Malaysia

Experience: 3–6 Years

Salary: RM 6,000 – RM 8,000/month

Job Description:

• Manage the end-to-end IT Change and Incident Management processes.
• Coordinate and monitor incidents from identification through resolution and closure.
• Ensure incidents are appropriately prioritized, assigned, tracked, and escalated.
• Coordinate with technical teams and stakeholders to restore services within agreed SLAs.
• Manage planned changes and ensure proper assessment, approval, scheduling, and implementation.
• Conduct post-incident reviews and track corrective/preventive actions.
• Maintain accurate incident and change management records.
• Prepare regular reports and dashboards covering incidents, changes, SLA performance, and trends.
• Identify recurring incidents and support problem management initiatives.
• Drive continuous improvement of IT service management processes.

Requirements:

• 3–6 years of experience in IT Service Management / Change Management / Incident Management.
• Strong understanding of ITIL processes and ITSM principles.
• Hands-on experience managing incidents and changes in an enterprise environment.
• Experience working with ITSM tools such as ServiceNow or similar platforms.
• Strong stakeholder coordination and communication skills.
• Good understanding of SLA, escalation, RCA, and service management processes.
• Ability to work under pressure and manage multiple priorities.