Critical Incident Manager
On-site · Cyberjaya, Selangor, Malaysia
Job Summary
Lead and manage Critical Incident Processing, coordinating required efforts and ensuring effective communication across cross-functional teams. Responsible for end-to-end incident handling including creation of incident reports and timelines upon resolution, facilitating post-incident reviews (RCA), escalation to Manager on Duty (MOD) and other stakeholders, and serving as the primary contact for critical incidents. Sets up and runs bridge calls, coordinates resources, and provides timely updates to stakeholders to ensure focused incident response in a global environment. Requires a Bachelor’s degree in a related field, ITIL knowledge, 3+ years in critical incident management, strong communication and stakeholder management, and willingness to work 24/7 shifts from Cyberjaya, Malaysia.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field
- ITIL certification (Foundation level or higher) preferred
- Minimum of 3 years’ working experience in Critical Incident Management
- Proven experience in incident response, crisis management or related roles within complex IT environment
- Excellent communication and stakeholder management skills
- Ability to adapt to a process-oriented mindset in a Global environment
- Willing to work outside regular business hours and participate in on-call rotations as needed
- Required language(s): English
- Applicants must be willing to work in Cyberjaya
- Willing to support 24/7 shift
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