Major Incident Response Analyst

Location: Georgetown, Penang

Job Descriptions:

• Oversee the management of Major Incidents (MIs) by promptly engaging relevant teams, coordinating technical bridges and group chats, and providing clear communication to both internal teams and business stakeholders.
• Collaborate with IT infrastructure and application support teams to ensure rapid MI resolution and efficient handling of subsequent problem investigations.
• Analyze incident trends to identify and mitigate recurring Major Incidents.
• Maintain accurate and up-to-date data on Major Incidents and Problem Investigations to enable precise metrics and reporting.
• Participate in a weekend on-call rotation to provide continuous support.

Job Requirements:

• Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
• A minimum of 5 years of relevant experience in IT operations.
• ITIL Foundations Certification is mandatory.
• Strong knowledge of ITIL processes, including Incident Management, Major Incident Management, Problem Management, and Change Management.
• Experience working in a 24/7 operational environment, with the flexibility to handle on-call duties.
• Proven ability to navigate complex, challenging, and ambiguous scenarios individually or within a team.
• Availability to work rotating shifts as required.

Others Information:

For those who have what it takes, please send in resume to:

Recruitment Consultant: Sally
Email: sally@brightprospect.com.my