Service Quality Analyst - Incident Management

Company background

Our client is an established multinational telecommunication company. They are currently looking for a Service Quality Analyst - Incident Management, to be based in Kuala Lumpur.

Job summary

The role of Service Quality Analyst (SQA-IM) involves overseeing the end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction, and continually working towards improving processes for better outcomes following the company ITSM standards.

Job Description:

Job responsibilities:

• Point of escalation of infra related incident and respond to incident.
• Plan, coordinate all the activities required to perform, monitor, change request and report base on the company Incident and Problem Management process.
• Log detailed and accurate information about incidents and maintain comprehensive documentation, including incident details, actions taken, and resolutions.
• Collaborate with cross-functional teams and stakeholders to ensure effective incident resolution.
• Analyse incidents to identify root causes, patterns, or recurring issues. Contribute insights to post-incident reviews and collaborate with other teams to prevent similar incidents in the future.
• Provide feedback on incident management processes and suggest process improvement and efficiency gains.
• Offer training to TI support team to help prevent and mitigate recurring incidents.
• Adhere to service level agreements (SLAs) for incident response and resolution.
• Prepare and present regular reports on service quality metrics and performance to management and other stakeholders.
• Identifying and managing risks associated with service quality and delivery which includes developing contingency plans and strategies to mitigate potential issues.
• Support other ad-hoc duties been assigned.

Job requirements:

• Degree in Computer Science / IT or equivalent.
• Minimum of 4 years experience in managing IT service delivery.
• Good in operational experience adopting ITIL best practices, advantageous if ITIL v3 certified.
• Excellent with MS office Suite for management reporting.
• Basic understanding of Database, Operating system such as Window, Linux and AIX, Storage system, Network system, Azure systems and AWS clouds.
• Experience in engaging cross functional and technical competency teams.
• Strong customer focus with a commitment to delivery of quality services.
• Good in time management and attention to details.
• Strong investigative, problem-solving skills - ability to identify problems and provide solutions.

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to yeo@asiarecruit.com.my.

Consultant in charge of the role:

Yeo Boon Soon
Senior Recruitment Consultant
WhatsApp no: +60 12-681 1281