APAC IT Incident Manager
APAC IT Incident Manager
Malaysia · Penang
Category IT & Security

Incident Managers are expected to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. 

Responsibilities and Accountabilities

  • Coordinate resolution of complex technical problems with a variety of diverse applications
  • Maintain incident logs describing the event, what occurred, timing, root cause and actions taken to resolve
  • Generate of ad-hoc incident reports as necessary
  • Update escalation procedures and training manuals as required
  • Communicate on corporate issues with global incident managers
  • Provide written updates on issue status and next steps to business and IT partners
  • Follow-up on incidents to ensure permanent corrective action has been identified
  • Facilitate warm hand-off of active incidents to regional incident managers

Qualifications

  • Tri-lingual - Mandarin, English, and Bahasa
  • At least 2-years of experience in Information Technology
  • Information Technology, communications or business background
  • Highly effective communication skills both oral and written
  • Ability to clearly communicate with both IT and business partners at various management levels
  • Capable of handling multiple tasks simultaneously under pressure during critical incidents
  • Critical thinking capability and ability to help drive resolution to complex technical problems
  • Flexibility to adjust to changing requirements, schedules and priorities
  • Available to work flexible hours to support global customer base

Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.