Location: Klang
Salary: RM10,000
ITSM Manager is responsible for the deployment and continues service improvement of IT Service Management and its related processes: Incident management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management. The role is also require understanding and be able to implement all aspects of the ISO 27001:2013 standard audit.
JOB DESCRIPTION
- Responsible for the deployment and evangelization of IT Service Management and its related process: Incident management, Request Fulfilment, Problem Management, Configuration Management, Change Management and Knowledge Management.
- Follow up and report on the adherence to the ITSM processes in the department and customer;
- Coordinate with key clients (Process Manager) to define roadmap and improvement of ITSM tool and process;
- Manage, report and communicate on performance of the ITSM process;
- Responsible and drive continuous service improvement.
- Change Management:
o Coordinate and facilitate the Change Management Process; o Prepare CAB meeting agenda;
o Review the submission of change tickets;
o Manage the CAB approval process;
o Communicate upcoming changes to impacted parties o Facilitate post-implementation reviews.
o Review the submission of change tickets;
o Manage the CAB approval process;
o Communicate upcoming changes to impacted parties o Facilitate post-implementation reviews.
- Incident Management
o Responsible for end-to-end governance of P1 and P2 incidents and restore the impact/services within SLA.
o Responsible to meet the target of Critical SLA every month.
o Responsible for all communication during outages to the internal and external stakeholders.
o Act as a Crisis Manager and plan/do/act on the crisis. o Govern and run the Technical bridge and Management bridge during the crisis.
o Prepare SLA ratification and Post Incident report.
o Responsible to meet the target of Critical SLA every month.
o Responsible for all communication during outages to the internal and external stakeholders.
o Act as a Crisis Manager and plan/do/act on the crisis. o Govern and run the Technical bridge and Management bridge during the crisis.
o Prepare SLA ratification and Post Incident report.
- Problem Management
o Drive the root cause analysis and produce the RCA documentation within SLA.
o Regularly review lower priority incidents across the service tower to avoid any emerging higher priority issues and root cause fixes o Work with alerting & monitoring teams to pro-actively avoid high priority incidents
o Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
o Drive continuous service improvement and incident avoidances
o Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
o Drive continuous service improvement and incident avoidances
- Audit Management
o Lead and support all aspect of ISMS audit life cycle.
o Perform audit on IT controls (security, change management, disaster backup recovery, data center, infrastructure, etc.) and IT governance process.
o Understand and be able to implement all aspects of the ISO 27001:2013 standard.
o Create and maintain ISMS documentation specific to each implementation.
o Work with stakeholders to produce ISMS status report regularly
o Perform audit on IT controls (security, change management, disaster backup recovery, data center, infrastructure, etc.) and IT governance process.
o Understand and be able to implement all aspects of the ISO 27001:2013 standard.
o Create and maintain ISMS documentation specific to each implementation.
o Work with stakeholders to produce ISMS status report regularly
EDUCATION QUALIFICATION
- Diploma/Degree in Management Information Systems, Computer Information Systems, Computer Science, or related field.
- ITILv3 Foundation is required.
- ITIL Intermediate certificate in Release, Control and Validation (RCV) or Service Transition or Operational Supports and Analysis (OSA) is a plus.
- A Project Management certification is a plus.
- ISO/IEC 27001 Information Security Management System (ISMS) certification is a plus.
EXPERIENCE REQUIRED
- 5+ years of IT Service, Operations and Support.
- 2+ years of experience as Incident Manager, Change Manager, Problem Manager or Continues Improvement Lead.
- 2+ years of Project Management Experience.
- 2+ years of IT auditing working experience and advanced knowledge of IT general controls (security, change management, disaster backup recovery, data center, infrastructure, etc.) and IT governance processes (ITIL).
- Strong Experience of delivering service quality within an ITIL framework. SKILLS
- Leadership
- Excellent written, communication and presentation skill.
- Ability to work in a dynamic and demanding environment.
- Ability to make decisions quickly.
- Ability to communicate effectively with all levels of management.
- Ability to make complex information accessible.
KNOWLEDGE
- Deep understanding of ITIL approach, principles and processes in an IT Managed service environment.
- Excellent English skills (Spoken and written)
- Understanding a Microsoft & Linux operating systems, network, enterprise systems and data centre operations.
- Good Working knowledge of an ITSM tool (ManageEngine is a plus).
- Good Working knowledge of an ITSM tool (ManageEngine is a plus).