Assistant Manager, GT Service Management (ITSM-Incident Manager)

Job Purpose *
ITIL Incident Manager is responsible for managing the ITSM processes in accordance to CIMB
Service Management Model based on ITIL best practices. He or she should be practitioner in the
area, focused on core IT Service Management / ITIL functions including but not limited to areas such
as incident management, problem management, change management, configuration management
and service level management.
ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for
efficient and prompt handling of all issues in order to reduce incidents and improve service quality and
consequently identifies opportunities to improve the day-to-day operations of the organization.
Key Responsibilities *
The range of activities and tasks to be undertaken by an ITIL Incident Manager includes:
• Incident Management Process Owners in driving Service management best-practice and ITIL
process standardization
• Executes the Incident Management process tasks in adherence with CIMB IT Policy and
Procedure and Problem SOP
• Coordinates and manages the Incident Management process activities across the MY and
regional countries
• Escalates risks and issues to CIMB’s leadership team
• Supports Incident Management reporting (KPIs and customer SLAs)
• Primary interface / contact person for CIMB, able to work on 24x7 support.
• Lead and coordinate with technical resources to restore services via workaround or permanent
solution within the agreed SLA, for major incidents (P1 / P2 cases).
• Prioritize among competing issues based on resources and business impact.
• Act as an escalation point for users, team members, and vendors for issues related to major
incidents.
• Response to user escalation and engage functional escalation and management escalation as
required.
• Chair conference calls between technical team, business and stakeholders to communicate status
of recovery effort and confirm service restoration.
• Central communication point for Major Incidents. Driving the efficiency and effectiveness of the
incident management process.
• Review and feedback on the Major Incident Review Report after major incidents to identify gaps
and action items of improvements and preventive measures.
Job Category * Support Supporting
Function
JOB DESCRIPTION
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• Initiates follow-up actions to correct any issues or inefficiencies arising during execution of the
Incident Management Process and highlights any issues or ideas of improvement to the CIMB
leadership team.
• Facilitate Problem Management for major incidents root cause analysis (RCA) or further
investigation is required. Work closely with the Problem Management team to identify, record,
investigate, and manage problems arising from major incidents, recurring incidents, and significant
service disruptions.
• Ensure effective transition from Incident Management to Problem Management after service
restoration, including the handover of incident timelines, impact assessments, troubleshooting
records, workarounds, and recovery actions.
• Coordinate and provide Incident and Major Incident Management support across CIMB’s regional
and international branches, ensuring consistent execution of incident management processes in
accordance with established IT policies, procedures, and SLAs.
• Act as the central coordination point between regional IT teams, local business units, technical
support teams, and external vendors to manage incidents, facilitate service restoration, and
minimize business disruption across different countries and time zones.
Job Specification *
Qualifications
(Basic Degree/Diploma
etc)
• Bachelor's Degree or Professional Qualification in Computer Science/
Information Technology
Professional
Qualification and/or
Regulatory, Licensing
requirements
• ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service
Operation
Relevant Work
Experience
• Minimum 3 years of Incident/Problem Lead
• Working knowledge of Incident/Problem/Change Management
frameworks such as ITIL v3
Required Competencies and Skills *
Competencies/Skills
(Essential to succeed in
this job)
Technical/Functional skills
• Minimum Technical Requirement - Proficient in MS Office.
• Familiar with network technologies, application, hardware such as
mainframe, AS400, Unix and Wintel environment.
Personal skills (Soft Competencies [Core/Leadership])
• Good verbal and written command of English.
• Proven communication skills with multiple levels of an organization,
including interaction with senior level business partners within the
company.
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high priority efforts/ competing
priorities and flexibility to adjust to changing requirements, schedules
and priorities
• Highly result oriented and can work in team
Travel Requirements (if any)