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Global Incident Management Lead Specialist

Job Level:  Management


Due Date:  ASAP
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Malaysia
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  8710

What if you were empowered to make a positive impact?
We’re looking for someone with a passion for operational improvement to join our Protection & Resilience Team.  The Protection & Resilience Team strives to improve efficiency, standardisation and consistency across all Operational areas through information gathering, data management, and communication. The team also ensures business and operational risk is minimised through system performance management and Business Continuity management and testing.


The Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions.


This is a great opportunity if you’re looking to further develop your leadership and analysis skills, improve your strate-gic thinking, get involved in a variety of activities in an ever-changing business environment and gain greater expo-sure with senior management.

You’ll use your skills and knowledge to help motivate and develop your team, as well as shape operational and stra-tegic improvements in the short, medium, and long-term.  You’ll have specific responsibility for Incident Coordination as well as supporting our other risk and improvement related activities.



Key Responsibilities

  • To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework.
  • To support the delivery of incident management activities with coverage across critical business hours and standby support (including weekends and public holiday) for specific area of responsibility
  • Control gathering of process metrics and documentation for incident escalation and support
  • Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management
  • Develop and maintain Global Incident Management and Emergency Response Organization’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility
  • Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases.
  • Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events
  • During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team.


Key Requirements

  • Bachelor’s Degree in Business Administration, Information Technology, or related disciplines
  • ITIL Service Management Foundation certification is preferred.
  • Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage.
  • At least 5 years of relevant working experiences in IT industry on Incident, Change and Problem Management would be an added advantage
  • Self-motivated and achievement orientated, with the confidence and ability to influence others.
  • Excellent interpersonal skills and an ability to work with all stakeholders.
  • Excellent analytical skills with attention to detail and accuracy without losing the broader view.
  • Excellent communication (verbal and written) and presentation skills.
  • Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion.
  • Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team.
  • A willingness to make decisions and be accountable.
  • Be able to demonstrate a flexible and innovative way of working.
  • Willingness to learn and develop through self-driven Personal Development Plan


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