What Jobs are available for Itil Frameworks in Malaysia?

Talent Acquisition & Recruiter for Beyondsoft Malaysia Daily Responsibilities:

Ticket Triage:

Receive and review incoming IT service requests to ensure they are ready to be worked on by an engineer, including setting the title, description, ticket type, impact, urgency, priority, and verifying agreement coverage.

Separate individual requests into individual tickets and verify the correct company and contact.

Determine the work type, select the issue and sub-issue type, validate estimated hours, and attach configuration details.

Decide on the classification of tickets as ad-hoc or contract, ensuring proper notes and approvals are documented within the internal analysis for time and materials (T&M) work.

Dispatch Coordination:

Assess the tier level required for each ticket and choose an engineer based on the Service Level Agreement (SLA).

Request time estimates from engineers via text, instant message, email, or phone and assign tickets accordingly.

Update the client with an Estimated Time of Arrival (ETA) for when the engineer will work on the issue.

Engage in the QuickFix sub-process by assigning Tier Level 1 or 2 engineers to monitor and address quick-fix tickets before they enter the standard priority scheduling process.

Determine the emergency level of issues and apply the appropriate SLA, notifying management, account managers, and primary engineers as necessary.

Review the engineer schedule in real-time to facilitate immediate escalations within the SLA constraints and ensure the necessary skills are available.

Collaboration and Communication:

Participate in daily standup huddle meetings to align on priorities.

Maintain close collaboration with management to make execution decisions on resource allocation for ticket resolution.

Consistently update the management team, account managers, and primary engineers on the status of ticket dispatch and resolution.

Role Requirements:

Strong scheduling and organizational abilities for effective workload and resource management.

Proficient in analytical skills to evaluate ticket patterns and service trends for continuous process improvement.

Excellent communication capabilities for coordinating with clients, management, and technical teams.

Adept in using IT Service Management (ITSM) tools with a proven track record in technical and administrative aspects of IT service delivery.

Committed to continuous professional development and enhancing service management processes.

A foundational understanding of IT service management principles and technical terminology.

Experience in a similar coordination or administrative role within an IT service delivery environment is preferred.

Relevant ITIL certifications or equivalent.

A diploma or degree in Information Technology, Business Administration, or a closely related field.

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Acts as the central link between customers, mechanics, management, and suppliers. Ensures smooth service delivery, efficient workshop operations, and timely logistics coordination with proactive follow-up and a strong sense of urgency.

Responsibilities

Welcome customers and manage service appointments.

Handle customer calls, inquiries, and provide quotations for parts and services.

Proactively update customers on service progress, estimated costs, and delivery timelines.

Coordinate with mechanics on repair and maintenance tasks with attention to deadlines.

Ensure spare parts are available and arrange urgent sourcing without delay.

Liaise with suppliers and vendors, actively following up on orders, deliveries, and invoices.

Arrange logistics with delivery partners (e.g., Lalamove) for urgent parts or vehicle movements.

Notify customers once maintenance is completed and ensure timely vehicle handover/delivery.

Collect and maintain accurate customer database (name, orders, address, email).

Prepare invoices, documentation, and regular reports for management.

Ensure compliance with SOPs, safety standards, and quality control.

Requirements

Experience in customer service, administration, or automotive industry is an advantage.

Excellent communication, interpersonal, and follow-up skills.

Highly organized, responsible, and able to multitask.

Proactive and able to act with a strong sense of urgency in daily tasks.

Reliable, consistent, and committed to meeting deadlines without compromising quality.

Familiar with supplier coordination, logistics, and office software.

Basic knowledge of vehicle servicing and spare parts preferred.

Strategic Value

Enhance customer confidence through fast, clear, and reliable communication.

Reduce delays and downtime through urgency-driven coordination.

Strengthen supplier and customer trust through consistent professionalism.

Support business growth through continuous improvement and cost efficiency.

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Job Description

Key Responsibilities Onboarding Process Development & Execution

Preparing customized partner integration documentation tailored to each partner's needs

Involve in calls to introduce the partners to the company systems & processes and propose a relevant solution in terms of the integration.

Overseeing the collection and verification of required partner and internal documents (legal agreements, termsheet, etc.).

Internal Collaboration

Work closely with cross-functional teams (commercial and tech) to ensure seamless partner onboarding.

Coordinating with relevant departments to address partner queries and resolve issues promptly.

Monitoring and Servicing

Execute monthly reconciliation (if necessary), validate monthly invoices, and investigate any monthly points fulfillment issues.

Handling email escalations from partners on any system or points-related issues and providing solutions.

Campaign/Ad hoc Points fulfillment

Development of process and procedures

Creating/updating the current/new process and procedures from time to time following any changes.

Additional Responsibilities Product/Voucher Setup

Assisting in the product/voucher setup in our VMS system

Internal Campaign Points Fulfilment

Assisting in manual points fulfillment for campaigns run by various departments (commercial, marketing, etc)

Member Escalation Emails

Manage inbound emails to identify and address customer needs, providing relevant answers to questions.

Undertake any other duties assigned by Management from time to time We are all different

- one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best. We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

Search Firm Representatives

- AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

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In terms of support case management and reporting, preventive maintenance arrangement and report presentation, service performance assessment, execution of improvement plan, and escalation management, operate as the single point of contact to maintain strong customer connections.

Responsibilities on the Job

Review and create problem case reports for presentation.

Prepare a presentation deck for meetings about service performance.

Hold regular service performance review sessions.

Participate in troubleshooting sessions for escalated situations for communication and reporting.

Plan and carry out preventive maintenance for key customers.

Job Prerequisites

A university degree or technical qualification in Computer Science, Information Technology, or a related field is required.

At least 5 years of expertise in IT networking and cyber security.

Excellent oral and written communication abilities.

Effective time management skills, as well as the ability to operate under pressure and meet tight deadlines.

A team player with good analytical skills and a pleasant approach at work.

Required Qualifications

Ability to write technical documentation.

Ability to detect dangers and grasp technical considerations.

Excellent customer service or project management abilities.

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Overview

Want to be a part of Asia Pacific & Japan’s (APJ) largest, most innovative, and rapidly growing data centre company? AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We redefine and deliver hyperscale data centres that meet the needs of our customers - the world’s most transformational companies. We’re building sustainably for today and tomorrow. Having opened Australia’s first and largest hyperscale data centres in 2017, we continue to expand across the APJ region with the backing of investors including Blackstone. Come join the A-Team at AirTrunk, where the cloud meets the ground. A Snapshot Responsibilities

As a Service Delivery Coordinator, you will report to the Service Delivery Director and support the Service Delivery Managers/Directors and Data Centre Operations teams in all aspects of the Data Centre facility operations for the Asia region. Your impact will include: Assist with onboarding new customers by coordinating introductory meetings, providing portal and Authorized Access List (AAL) requirement training, and assisting with customer deliveries. Work with site Operations and Service Delivery teams to prepare customer reports, including Operations, SLA, Security, Escalation, change management, Smart Hands Services and other requirements as required by the customer. Maintain customer trust payment task records (including cleaning, waste, rack energisations) ensuring vendors are paid and clients are billed. Respond to customer requests and collaborate with the Operations team to resolve issues and escalations effectively. Support the Building Services Manager/Coordinator to ensure continuity of Soft Service Functions during periods of leave or unavailability. Schedule, coordinate and lead ongoing customer meetings and events. Maintain accurate and pertinent contact information for all customers. Prepare correspondence, memos, programs, organise & attend meetings and take minutes. Develop and maintain sufficient technical knowledge to enable accurate input to minutes, correspondence and reporting. Document and track all certificates of insurance for customers. Coordinate access, logistics, meeting room bookings, maintenance and Smart Hands requests in coordination with the Facilities Manager and Operations team. Assist in maintaining lease related files & uploading documentation on SharePoint. Ensure continuity of Operations through cross coverage for the SDC role. Establish and maintain positive relationships through regular interaction with internal and external customers and vendors. Use initiative to work across multiple teams, customers and stakeholders to ensure AirTrunk delivers best-in-class operational customer services. Take ownership in the role and relationship with customers. Ensure customer interactions are efficient, clear, straightforward and time critical. Your Day to Day

As the Service Delivery Coordinator, your daily responsibilities will include, but not limited to, the following key tasks, along with tackling a variety of other exciting challenges: Facilitate and document customer and operations meetings, and ensure all actions are recorded. Track progress and completion with action owners until completion. Respond to customer queries and work requests promptly and diligently. Ensure ongoing issues are followed up, tracked and closed out. Update and maintain trackers for customer-related auxiliary costs. Prepare customer and operational reports, ensuring accuracy and timely delivery. Draft customer supplemental service orders and proposals. Raise purchase order (PO) requests for vendors. Review customer contractual clauses to ensure compliance by the operations team. Assist in customer audits, ensuring main stakeholders are available and necessary documentation is prepared and available. Provide general administrative support required for the Service Delivery Team. Assist in resolving defects and ad hoc items in the customer’s ancillary spaces (offices, storerooms, SOR, shredder rooms). Ensure customer site interfacing documents and contact details are kept up to date. Facilitate onboarding and training of new customers in AirTrunk's service management tools and operational processes. Liaise with AirTrunk's Finance team to ensure customer purchase orders (POs) and invoices are accurate and processed in a timely manner. Ensure customer security protocols (e.g. government security clearances) are strictly adhered to and process customer access requests within agreed timeframes. Requirements

To perform this role successfully, the suitably experienced individual must understand and demonstrate the basic tenets of leadership. The items below are representative of the knowledge, skill, and/or ability required for satisfactorily meeting the expectations of the role. Ability to comprehend, analyse and interpret complex operational documents with attention to detail. Ability to effectively respond to sensitive issues, complex inquiries or complaints from customers, peers and management. Ability to understand that goals should be aligned to department and company goals. Other Skills – Proficiency in Microsoft Office suite – Word, Excel, Outlook, Project & MS Visio. The AirTrunk Culture

Working at AirTrunk is a once-in-a-lifetime opportunity to fast-track your career and amplify your impact. While helping scale our region’s digital future, we’ll help you and unleash your full potential. The pace in which we operate creates an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day, guided by our values of being dynamic, transparent, and responsive. Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter. We ensure you have what you need to thrive in a flexible and safe working environment, where everyone feels welcome. Our benefits empower AirTrunkers to stay positively charged. To all recruitment agencies: AirTrunk does not accept agency resumes. Please do not forward resumes to our jobs alias, AirTrunk employees or any other organisation location. AirTrunk is not responsible for any fees related to unsolicited resumes. Demographic Questions

The electrifying buzz at AirTrunk wouldn’t be possible without a diverse team bringing different perspectives, experience and skills together. As part of our commitment to diversity, inclusiveness, and continuous improvement, we invite you to answer the following questions. Your responses will be used (in aggregate only) to help us identify areas of improvement in our process. Your responses are anonymous, will not be associated with your details or your specific application and will not be used in the hiring decision. Select. I identify my sexual orientation as Select. I identify my ethnicity as (mark all that apply): Select.

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The Service Delivery Manager (SDM) of technology governance is responsible for ensuring that IT services are delivered in a controlled, compliant, and efficient manner aligned with internal policies, regulatory requirements, and best practice frameworks such as ITIL and COBIT. This role acts as a key interface between IT operations, risk and compliance, and business stakeholders, ensuring that service performance, risk controls, and governance processes are consistently upheld. Overview

The Service Delivery Manager (SDM) oversees IT service delivery governance, risk management, and compliance activities to ensure consistent service performance and adherence to regulatory requirements. Responsibilities

Ensure consistent, high-quality delivery of IT services across the organization. Manage and monitor SLAs, OLAs, and KPIs to meet defined service performance standards. Lead service performance reviews and ensure corrective actions for service breaches. Ensure service delivery practices align with regulatory frameworks (e.g., BNM RMiT, ISO 27001, etc.). Support audits, regulatory inspections, and compliance assurance activities. Track and report on IT operational risks, incidents, and controls within service delivery. Govern key ITIL processes such as Incident, Problem, Change, Request, and Configuration Management Participate in Change Advisory Boards (CABs) with a governance oversight role. Act as the primary point of contact for business units regarding IT service performance. Manage vendor performance according to defined SLAs and contractual obligations Coordinate and lead vendor governance and service review meetings. Prepare and present service performance dashboards and governance reports to management Provide regular updates to governance forums and technology steering committees Ensure adherence to IT service management policies, standards, and regulatory requirements. Support policy reviews and contribute to updates based on operational learnings and audit findings Qualifications / Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field. ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader (preferred). COBIT Foundation or other governance certifications (desirable). Minimum 5–8 years of experience in IT service delivery or governance roles. Experience in regulated industries such as banking, insurance, or Takaful (preferred). Seniority level

Mid-Senior level Employment type

Full-time Job function

Information Technology Industries: Insurance The description has been cleaned of unrelated postings and extraneous content to focus on the role, responsibilities, and qualifications.

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Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Additional Career Level Description: Seasoned, experienced professional; has complete knowledge and understanding of area of specialization. Uses evaluation, judgment, and interpretation to select right course of action. Problem solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters. Impact: Impacts short to medium term goals through personal effort or influence over team members. Accountability: Accountable for own targets with work reviewed at critical points. Work is done independently and is reviewed at critical points. Workplace type:

On-site Working About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

@nttdata.com

email address. If you suspect any fraudulent activity, please contact us. Seniority level

Mid-Senior level Employment type

Full-time Job function

Management and Manufacturing IT Services and IT Consulting

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Service Delivery Coordinator

Federal Territory of Kuala Lumpur, Malaysia Responsibilities

Perform day-to-day project coordination activities using processes, methodologies and systems; support planning and coordinating activities of client delivery projects to ensure goals and objectives are accomplished within the established time frame and budget. Monitor plans and activities pertaining to client delivery projects; ensure project tasks are completed as scheduled and report status to the project manager. Perform project activities and related documentation, ensuring quality and consistency in content and look and feel within a project. Work with project management and field service operations teams to utilize project tracking/management tools and find ways to elevate project coordination capabilities to meet business needs. Collaborate across all levels and departments to ensure a seamless transition of work activities to execute operations functions. Qualifications

Bachelor’s Degree in Computer Science, Information Systems, Business or related field, or equivalent experience. Minimum of 2 years Project Coordination experience within the technology services industry. Knowledge of project management and technical documentation tools; familiarity with standardized project management methodologies and processes. Excellent organizational skills and ability to meet deadlines while ensuring quality of delivery. Strong analytical skills including requirements documentation, troubleshooting and problem solving. Excellent communication skills, both written and verbal. Ability to foster strong working relationships between project teams, stakeholders, management and vendors. Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, MS Project, PPM tools, ERP, Salesforce.com, workforce management and cloud-based technology systems. Note: The role requires the candidate to converse in Chinese.

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**We help the world run better**
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
**POSITION SUMMARY**
SAP, the Cloud Company powered by HANA, is the market leader in enterprise application software. Through its digital core SAP empowers people and organizations to work together more efficiently and use business insight more effectively.
SAP Customer Services & Delivery - Premium Hub - CoE is recognized for its world-class customer care, its leading service and support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency regardless of the deployment mode. Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid).
This position is within the Global Remote Service Delivery (RSD) organization, which provides SAP Enterprise Support / SAP Enterprise Support Cloud Editions and Premium Engagement customers with the relevant methodology and content to drive their innovation agenda based on industry business models requirements; thus providing value realization, resulting in increased customer satisfaction and renewals. The role of the Service Engineer is to ensure excellence in regional customer delivery via the tasks and responsibilities outlined below.
**EXPECTATIONS AND TASKS**
+ Perform root cause analysis and provide solutions to customers in complex environments within specific fields, areas or solutions
+ Deliver the SAP Services & Support - remote Continuous Quality Check (CQC) services and Expert Guided Implementation (EGI) services as technical/functional expert for broad area of topics
+ Support our customers in their transformation to S/4HANA and/or to the Cloud
+ Actively provide customer feedback to product or service development teams
+ Drive new initiatives and activities to improve value of our services
+ Collaborate seamlessly with teams in other regions and/or functions across the globe
+ Stay engaged with the latest technologies and SAP products
+ Identify learning opportunities in daily tasks by staying curious and open to new experiences that enhance technical and functional knowledge.
**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
+ Degree in Computer Science, Information Systems, Physics, Mathematics, Engineering or similar
+ Knowledge of SAP technology (ABAP, JAVA, HANA)
+ Fundamental concepts of the SAP Business Technology Platform (BTP)
+ Functional and Technology Experience in one of the SAP Cloud solutions such as SuccessFactors, Ariba, CX, IBP (Digital Supply Chain), SAP Analytics Cloud, SAP Integration Suite.
+ Programming knowledge especially in SAP technologies such as object-oriented programming in ABAP, databases, CDS Odata and SAP Fiori
+ Strong programming skills in JavaScript/Node.js are an added advantage
+ Well-versed in databases, including design and optimization of queries
+ Proficient in written, verbal and presentation skills in English
+ Technically inquisitive with strong analytical and problem-solving skills
**WORK EXPERIENCE**
+ <8 years' experience with SAP products and technology required
+ Preferably with project/support experience on SAP Cloud solution in any one functional area like Success Factors, Ariba, CX, IBP (Digital Supply Chain), SAC. Relevant module specific certification would be a plus
+ Strong customer-facing experience and business acumen
+ Proven knowledge of SAP Services & Support Portfolio
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program ( , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
**AI Usage in the Recruitment Process**
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process ( .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid