major incident manager in Selangor

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job details

information technology
job type
reference number
cristina salas, randstad
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job description

About the Company

Randstad is currently partnering with one of the largest institution in the Insurance domain and progressively ramping-up for the following roles to complete their IT Shared Service Centre located in Kuala Lumpur

About the Role

Senior Manager - Incident & Problem Operations - Global Infrastructure

Driving & improving ITIL processes primarily Incident, Major Incident, Problem, Change Management, Knowledge), strong track record of Service Performance Management

Capability to drive Service Improvement, demonstrated through delivery of Continual Continuous Improvement Initiatives


  • Provide leadership to the local team of direct and indirect reports responsible for operational aspect of multiple global services.
  • Ensure that Global Collaboration Services are delivered in accordance with agreed standards and quality as defined within Service Level Agreements (SLA) and Operational Level Agreements (OLA).
  • Formulate, agree and maintain service level management processes for internal or externally delivered services.
  • Analyse and review actual service performance against key service measures. Lead continuous improvement initiatives that enhance key metrics.
  • Develop and maintain operational management processes and controls to ensure quality is maintained to meet business objectives.
  • Champion and promote operational service improvements to continually improve quality and customer satisfaction.
  • Be accountable for Escalation Management of significant operational service issues and, as agreed, act as local interface for the company's service issues.


  • Build and own the strategy to Request, Incident, Problem Management and Knowledge Management processes for 8+ Global Collaboration Services and any new that will be delivered by key company projects
  • Develop effective working processes and relationships with other teams e.g. EIS, third party suppliers, Service Desk, Business Unit IT stakeholders, etc.
  • Define service metrics and develop SLA and OLA measures.
  • Provide leadership in continuous improvement initiatives that improve productivity or reduce costs.
  • Identify and implement Incident Management and Problem Management for new services that meet the company business needs.
  • Lead the communication process for global issues resolution to all identified stakeholders incl. Senior business and IT management, business end-users, and partners.


  • Significant Leadership experience, managing and developing internal IT personnel and external service providers
  • Experienced IT professional – minimum of 8 years experience with background in both projects and service Management
  • Good understanding of the global company’s business and experience of operating in either an above country, or a global service environment.
  • Experience of service delivery and support organisation management, including the development of support processes & procedures
  • ITIL and Six Sigma certification desired
  • Experience working with, and managing, external vendors

Culture & Benefits

Our Client offers exclusive salary package with company hospitality. You will also have access to company performance bonus and career advancement and opportunity to travel. As a large organisation there is plenty of career opportunities.

How to apply

Click apply to submit your application or contact Cristina Salas on +603 2036 7578 for a confidential discussion.


Incident, Problem, Process