Incident Manager – required for one of the fastest-growing MSPs Cyberjaya, Malaysia
Salary & Allowances – Competitive base + Allowance + Benefits
Location: Cyberjaya, Malaysia
Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.
Nasstar is the business and technology partner that delivers IT without drama.
We stop IT from ever becoming a problem. We manage and protect your systems. We support your employees and help service your customers. And we identify opportunities to help migrate your applications and infrastructure into multi-cloud environments, keeping your costs down and your productivity up.
And we do it without you even noticing us. Leaving you free to get back to what you do best – driving business value.
With Nasstar, your IT just works.
Details of our businesses and our outstanding achievements so far can be found on our websites:-
About the Role:
Reporting directly into the Service Operations Manager, you will be responsible for assisting in coordinating the business response to incidents by proactively communicating with and updating customers, engineers, and key stakeholders – ensuring the business responds appropriately and effectively to issues both present and future.
Main Responsibilities will include:
Incident Management – To drive high-priority incidents to ensure timely resolution, experience to contribute to the incident driving from a technical point of view as well as the process. Requires management skills to drive these incidents with assistance from engineers and stakeholders.
ITIL Process Manager – Good understanding of ITIL Framework with the purpose of driving Problem, Change & Incidents topics within the SQM department. Able to swap hats at a moment’s notice to provide advise to fellow Change Managers, Problem Managers & Incident Managements.
Team Management – Able to act as an effective deputy to the Service Quality Manager and can take over his responsibilities in his absence. This includes ad-hoc tasks related to the department as well as ad-hoc tasks required by Senior Management.
Senior Level of Accountability - Accountable and responsible in day-to-day tasks and deliverables and understands the importance of his/her job.
Flexible and able to make himself available on par with the urgency of the issue. A point of reference & escalation for all SQM team members.
What we’d like from you:
To deliver the best for our customers, the people in Nasstar also need to be the best. Therefore we look for colleagues who demonstrate dedication and passion to a shared goal of excellent customer experience and service. Who work well with others and are passionate about what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.
As a minimum, we would expect agents to have a comprehensive understanding of the following:
- Level 3 Technical Experience in any IT field
- Experience in managing ITIL process
- Incident driving abilities & experience
- People Management & Stakeholder management skills
- Report Writing Skills (Reports in writing & data)
- Technical oriented to understand technical issues & propose solutions
If you meet these criteria and also possess a strategic, analytical mind, we’d like to hear from you.
What you can expect from us in return
At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:
- Holiday: 20 days’ holiday, plus bank holidays
- Medical Insurance Enrolment: Will take place after probation is passed
- Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
- Shift, Travel & Parking Allowance: RM 950 allowance per month
- Overtime: All staff are eligible for overtime (if required)
- Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
- Office Location & Environment: Working in a modern new office with good facilities in the immediate location
Why choose a career with Nasstar?
Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.
A note for agencies
Nasstar have a world-class, in-house Recruitment Team who work hard to successfully find the very best candidates. Therefore, unfortunately, we cannot accept any agency submissions for any of our roles.