87 Incident Management jobs in Malaysia

Join to apply for the Global Incident Management Lead Specialist role at Allianz Malaysia

Join to apply for the Global Incident Management Lead Specialist role at Allianz Malaysia

The Global Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Global Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions.

Job Responsibilities:

• To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework.
• To support the delivery of incident management activities with coverage across critical business hours and 24 x 7 standby support for specific area of responsibility
• Control gathering of process metrics and documentation for incident escalation and support
• Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management
• Develop and maintain Global Incident Management and Emergency Response Organization (ERO)’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility
• Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases.
• Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events
• During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team.

External Fraud

• Develop and implement external fraud framework and controls.
• Investigate, conduct interview, background check, collaborate with other business functions, complaint unit and compliance team
• Coordinate external fraud awareness and training program.
• Provide update status update to management team.

Key Requirements:

• Bachelor’s Degree in Business Administration, Information Technology, or related disciplines
• ITIL Service Management Foundation certification is preferred.
• Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage.
• At least 5 years of relevant working experiences in I.T. industry on Incident, Change and Problem Management would be an added advantage
• Self-motivated and achievement orientated, with the confidence and ability to influence others.
• Excellent interpersonal skills and an ability to work with all stakeholders.
• Excellent analytical skills with attention to detail and accuracy without losing the broader view.
• Excellent communication (verbal and written) and presentation skills.
• Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion.
• Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team.
• A willingness to make decisions and be accountable.
• Be able to demonstrate a flexible and innovative way of working.
• Willingness to learn and develop through self-driven Personal Development Plan
• Familiar with the use of ChatGPT to simplify work processes

Disclaimer Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

• Seniority level Associate

• Employment type Full-time

• Job function Other
• Industries Insurance

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Key Objective

• The position and role shall deliver related services to agents within set standards and service level.
• Compliance with prevailing Insurance Act 1996, Financial Services Act 2013, PIAM, Bank Negara guidelines and Chubb policies and procedures is expected.
  

Major duties and responsibilities

• Provide response to relevant requests and enquiries from Agents through all channels of communications (telephone, video calls/ conference, email, mails, facsimile etc.) in a professional and prompt manner as best possible at first instance.
• Liaise with other department(s) and unit(s) as necessary to enable accurate advice and solution be provided as part of the requests or enquiries coming through from Agents
• Ensure requests and enquiries handled are followed through to desired completion
• Eliminate call backs by ensuring the Agents are properly informed of next actions and expected results at first contact
• Utilize necessary systems and all available references in day-to-day work to achieve standards and service level set

Skills

• Knowledge in usage of Microsoft Outlook, Microsoft Word and Web Conferencing.
• Fluent in English & Bahasa communication (written and spoken). Ability to speak in Mandarin or Tamil is an advantage.
• Result oriented, execution focused, adaptable, has initiative and fairly independent.
  

Experience

• At least 2 years’ experience in general insurance, financial industry related or call center environment
• Dealt with inter-department and multiple stakeholders as part of work.
  

Qualifications

• Minimum SPM
• Diploma or Certifications relating to Insurance, Business, Marketing or Communications preferred.

Join to apply for the Service Desk Analyst role at Bureau Veritas North America

2 days ago Be among the first 25 applicants

Join to apply for the Service Desk Analyst role at Bureau Veritas North America

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Our people are ambitious and humble , believing in what they do and convinced that our purpose is shaping a world of trust . With responsibility and openness , they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark in shaping society .

> We believe that leaving a mark is a true challenge and opportunity for every one of us.

> We believe that leaving a mark is a sign of trust and impact.

> We believe that leaving a mark is a bond with the future.

> We believe that leaving a mark is proof of growth and development.

Being part of the BV family, is more than just working, it’s being convinced that you will leave your mark. in shaping a world of Trust .

Key Responsibilities:

• Level1 support for all related issues which include configuration, troubleshooting and assistance on functional queries.
• Working on ITSM ticketing tool for creation, prioritization and assignment of all incidents and requests to relevant team. Take ownership of an incident through its life cycle from open to closure.
• Ensuring that ITIL standard practices are followed to in handing of all user requests and issues.
• Escalation and follow-up to next level support whenever required and make sure that agreed SLAs are met for all escalated issues.
• Understanding of CSAT tools, follow-up with user for survey and ensure defined KPIs for CSAT are met.
• Understanding of SLA, prioritization, incident management and critical incident management process.
• Single point of contacts for end users for update, information, queries; manage communication with users for all critical incidents and change.
  
  

• Understanding of CSAT tools
• Understanding SLAs
• Hands on experience of O365 for doing tasks like Identity and account management,
• In depth knowledge of shared mailboxes & distribution group management.
  
  

• Highly self-motivated and directed, with keen attention to detail
• Should have good problem-solving approach & skills
• Flexibility in working in a 24X5 shift environment
• Being a strong team player with good communication skills
  
  

• Engineering / Computer Science Degree
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology

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Purpose Statement: Provide level two support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to identify and resolve issues as well as provide effort to technology projects that promote the Plexus philosophy and business objectives.

Key Job Accountabilities:

• Proactively monitor and assist in responding to calls, tickets, emails and other official communication channels to ensure quality of service to stakeholders are maintained, customer service excellence is practiced and performing in-depth troubleshooting as a senior agent and working with any IT resolvers achieve issue closure where more junior members are unable to perform.
• Proactively monitors progress of the Service Desk ticket queue to ensure the team is performing timely processing of incidents and request tickets, escalating for help as necessary.
  Contribute to performance improvements in call, ticketing and changing processes to ensure instructions are up to date and timely with changing system or business requirements based on call and ticketing KPI data.
• Review call data, ticketing data and all incidents for reporting out and planning purposes on a scheduled basis.
  
  Perform data gathering as requested by management or stakeholders for continuous improvements.
• Monitor and review recurring issues in ticketing system, applications or escalations and propose improvements to reduce repetitive KTLO (routine work) for the Service Desk team or IT resolvers.
  
  Establish new procedures/standard work for the Service Desk where there is none identified.
• Provide senior level problem analysis, problem determination, and problem resolution for IT systems.
  (APAC only) Work in scheduled work patterns to provide 24x7 operation support and standby during pre-arranged off hour schedule to backup absent team members from time to time.

Education/Experience Qualifications:

• A minimum of a Bachelor’s degree is required; a Bachelor’s degree in Information Technology is preferred.
• Typically requires a minimum of 2 - 4 years of related experience.

Other Qualifications:

• N/A

Physical Requirements:

• Professional office environment with suitable lighting, comfortable temperatures, and low noise level. May require prolonged periods of sitting at a desk, using a computer, and other office equipment. Minimal physical activity is generally involved, emphasizing the importance of good posture and ergonomic workplace arrangements.

Travel Requirements:

• N/A

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.

Join our global company and unlock limitless opportunities as you collaborate with a diverse and talented team. Together, we redefine success, inspire innovation, and create a world of endless possibilities.

• Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
• Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
• Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
• Compose thoughtful, personalized responses for a variety of end user requests.
• Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
• Manage incidents and service requests and devise solutions to resolve issues.
• Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
• Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
• Prior experience in managing multiple client companies in a help desk or call center environment is a plus.

• Strong analytical skillsets with logical thinking capability.
• Strong prioritization and multitasking skills to work with multiple companies.
• Answer phone calls from multiple client companies, escalate to PIC and manage records.
• Strong communication skills with HQ and affiliate companies.
• Carry out administrative functions.
• Review completed tasks to ascertain compliance with standards.
• Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs.
• Stay up-to-date with product knowledge and industry trends across all client accounts.
• Record all problems and their solutions in the Production Log File and ensure problems follow-up.
• Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
• Monitor event & notification dashboard and perform actions based on instructions and procedures.
• Ensure customer KPI and SLA requirements are met.

Service Desk Specialist
5-8 Years
Kuala Lumpur -Malaysia

• Candidate must have knowledge on Korean/Japanese (Primary) and English Language, 5+ Years of experience with good communication in Korean/Japanese (Primary) and English Language and technical skills on windows desktop platform.
• Responding to client support requests and contacting User to find out the nature of the problem.
• Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.
• Escalating software and other application issues to the subject teams.
• Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.
• OS/ Office/ basic system application/Anti-Virus client support.
• Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.

Additional
Installed, modified, and made minor repairs to computer hardware and software systems.
Understood VPN configuration and mobile device security protocols to ensure data protection.
Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
Consulted with users to determine steps and procedures taken to identify and resolve the problem.
Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.

+ Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.
Strong technical Background with Excellent Communication Skills.

This is both a highly technical and user-facing role and you will be performing duties that align with 1st-2nd Line Support functions.

• Providing high quality and timely First Line Support to users through our Helpdesk Software
• Desktop Deployment Services (preferably Intune/Autopilot)
• Azure and on Prem Active Directory Users & Groups management and Group policy
• Microsoft Email systems
• All user access for FNZ Internal bespoke applications
• All Corporate office systems including Office 365, Printers, Desktop/Laptops and Mobile Devices
• Asset Register Maintenance
• Remote support to other internal clients
• Daily checks and BAU monitoring and fault resolution
• Ensuring that the correct service desk processes and procedures are followed
• Basic connectivity and network troubleshooting
• Knowledge sharing and mentoring
• Documentation of technical fault solutions
• Recommend improvements to all aspects of the IT services
• Ensure IT policies are adhered to at all times

• Experience in a similar Support role is an advantage
• English on communicative level
• General infrastructure skills and knowledge of Microsoft Desktop and Server products
• An understanding of Virtualisation (ESXi / vSphere), Active Directory
• A good understanding of IP network fundamentals
• Good team player with the ability to work under direction or independently

Job Family: IT

As the IT Service Desk Analyst you will be responsible for ensuring a disciplined, systematic, yet empathetic approach is delivered for incident and service request resolution whilst ensuring consistent standards and processes are followed, whilst providing excellent customer service.

Your purpose will be to provide a single point of contact or level one support for all business users, registering and classifying Incidents and Request fulfilment and undertaking an immediate effort to restore a failed IT service as quickly as possible. Your success will contribute towards our IT support function, for all part and geographies in JM which has a total user base is circa. 12,000-15,000 users with 2,000 tickets per week.

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

• Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified.
• Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in JM IT is maintained.
• Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards.
• To ensure effective communication within JM IT teams and the business through the systematic execution of incident and service request processes – this includes making timely announcements to the business on systems availability and maintenance windows.
• To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs and where necessary work alongside the Major Incident Manager to restore a critical service to normal operation.

Requirements for the role:

• Able to work on shift and based in the office. Shift pattern would be rotational based on the following patterns ; Monday to Friday. 2pm -11pm/ 10pm to 7am OR 4 days Work, 3 days Off 7am to 7pm / 7pm to 7am
• Experience working within an IT Service Desk within a global / multi-national organisation.
• Proficiency in use and understanding of IT systems and applications (including MS Office and Outlook).
• The ability to demonstrate a customer-service attitude with the ability to balance competing priorities.
• An analytical nature, with a thorough with a structured approach.
• Fluency in English, both written and verbal
• ITIL Foundation certified / experience working within an ITIL environment.

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and generous annual leave.

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised

For any queries or should you require any reasonable adjustments to support your application please contact .

#LI-ST1

To submit your application, please click the "Apply" button online.

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise.Johnson Matthey respects your privacy and is committed to protecting your personal information.

For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice . By applying for this role and creating an account you are agreeing to the notice.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday ( myworkday.com )

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you need support with your application email

For further information on diversity, inclusion and belonging at JM click here to find out more.

Are you passionate about sustainable technology solutions, transforming energy, and reducing carbon emissions? At Johnson Matthey, our world-changing careers empower talented individuals to collaborate on impactful projects aimed at decarbonising modern life. Join us in catalysing the net-zero transition for a cleaner, brighter future.

Location: Kuala Lumpur

Job Family: IT

As the IT Service Desk Analyst you will be responsible for ensuring a disciplined, systematic, yet empathetic approach is delivered for incident and service request resolution whilst ensuring consistent standards and processes are followed, whilst providing excellent customer service.

Your purpose will be to provide a single point of contact or level one support for all business users, registering and classifying Incidents and Request fulfilment and undertaking an immediate effort to restore a failed IT service as quickly as possible. Your success will contribute towards our IT support function, for all part and geographies in JM which has a total user base is circa. 12,000-15,000 users with 2,000 tickets per week.

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

• Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified.
• Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in JM IT is maintained.
• Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards.
• To ensure effective communication within JM IT teams and the business through the systematic execution of incident and service request processes – this includes making timely announcements to the business on systems availability and maintenance windows.
• To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs and where necessary work alongside the Major Incident Manager to restore a critical service to normal operation.

Requirements for the role:

• Able to work on shift and based in the office. Shift pattern would be rotational based on the following patterns ; Monday to Friday. 2pm -11pm/ 10pm to 7am OR 4 days Work, 3 days Off 7am to 7pm / 7pm to 7am
• Experience working within an IT Service Desk within a global / multi-national organisation.
• Proficiency in use and understanding of IT systems and applications (including MS Office and Outlook).
• The ability to demonstrate a customer-service attitude with the ability to balance competing priorities.
• An analytical nature, with a thorough with a structured approach.
• Fluency in English, both written and verbal
• ITIL Foundation certified / experience working within an ITIL environment.

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and generous annual leave.

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised

For any queries or should you require any reasonable adjustments to support your application please contact .

#LI-ST1

To submit your application, please click the "Apply" button online.

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information.

For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice . By applying for this role and creating an account you are agreeing to the notice.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.