Critical Incident Manager

Empowering YOU – to break new ground!

As part of the global NTT DATA Group, one of the top 5 IT service providers worldwide, we specialize in value-added SAP solutions. At NTT DATA Business Solutions, our focus is SAP Consulting, SAP Development, Managed Cloud Services, and Application Management Services (AMS) & Technology. Across the globe, we support customers in their digital transformation from start to finish.

OUR RECIPE FOR SUCCESS: DIVERSITY, OPENNESS, RESPECT, AND TOGETHERNESS.

With more than 13,000 employees from 64 nations in over 29 countries, our diverse workforce reflects our values. People are and will always be vital to our mission, playing a decisive role in everything we do.

ARE YOU READY TO BREAK NEW GROUND?

Location: Malaysia

What makes us special:

• Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
• Family-friendliness (e.g. Childcare Center, paternity and maternity)
• Diversity & Inclusion (e.g. various initiatives & communities)
• Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunities
• Company health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefits)

Do you love challenges?

Responsible for leading and managing the Critical Incident Processing within the organization. This will involve coordinating required efforts, mitigating potential risks, and ensuring effective communication and collaboration across various teams.

Incident Response Management:

• Takes over the Lead of the Critical Incident Processing – Coordination Role, not a management/decision making or expert role
• To be staffed 24/7
• Not a Technical Expert but has the big picture of Operations and Architecture
• Follows through the end to end of the Critical Incident Processing inclusive of:
• Creation of incident report and critical incident timeline upon resolution of the incident
• Facilitate post incident reviews (creation of problem record for RCA), to identify root cause, lessons learnt and other improvement areas
• Evaluate and lead the escalation to Manager on Duty (MOD) and other stakeholders.

Communication and Coordination:

• Serves as the primary contact for critical incidents
• Sets up and starts Bridge Call – Involves necessary experts from the whole organization as needed
• Coordinate collaboration and communication of resources among cross teams, stakeholders and external partners to troubleshoot and/or make decisions
• Ensuring a focused Critical Incident Processing by requesting regular updates from involved parties
• Keep stakeholders informed of the incident status, updates and resolution efforts through timely and accurate communication channels.

Convince us with your potential!

• 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 IT, Information Technology
• Proven experience in incident response, crisis management or related roles within complex IT environment.
• Possess excellent communication and stakeholder management skills with the ability to effectively communicate complex technical issues to non-technical stakeholders (written and verbal)
• Able to adapt to a process-oriented mindset in a Global environment
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Flexible 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