Incident Manager

Say HELLO to BIG Possibilities with Singtel Kuala Lumpur (Sudong MY Sdn. Bhd.)!

Singtel is Asia's leading communications technology group, delivering innovative connectivity, digital services, and ICT solutions across the region. As part of our Shared Services Centre in Kuala Lumpur, you'll collaborate with global teams to deliver exceptional customer experiences and ensure the reliability of mission-critical services for enterprise customers.

We are looking for an Incident Manager who thrives in a fast-paced, high-pressure environment and is passionate about operational excellence. In this role, you will lead the end-to-end management of major incidents, driving rapid service restoration while minimizing business impact. Working closely with technical teams, customers, and third-party vendors, you will ensure effective incident coordination, timely stakeholder communications, and continuous service improvement.

Make an Impact by

• Lead and coordinate the end-to-end lifecycle of major incidents (P1, P2, and high-priority P3), ensuring timely service restoration and minimizing customer impact.
• Serve as the primary escalation point for incident management, providing leadership and direction during critical service disruptions.
• Coordinate cross-functional technical teams, resolver groups, and external vendors to drive efficient incident resolution and restore services within agreed Service Level Agreements (SLAs).
• Facilitate incident bridges, technical discussions, and management updates to ensure effective collaboration throughout the incident lifecycle.
• Deliver timely, accurate, and proactive communications to customers, business stakeholders, and executive management during major incidents.
• Monitor incident progress, SLA performance, and escalation activities, ensuring governance and compliance with established operational processes.
• Prepare and coordinate After Incident Reports (AIR), validate Root Cause Analysis (RCA) findings, and collaborate with Problem Management teams to implement preventive actions.
• Ensure compliance with ITIL Incident Management and Major Incident Management best practices, as well as Customer–Singtel operational processes.
• Monitor Customer–Singtel ChatOps channels and respond promptly to operational requests, escalations, and coordination requirements.
• Identify trends from incident data and recommend continual service improvement initiatives to enhance operational performance and customer experience.
• Produce incident metrics, service reports, and management dashboards to support governance reviews and operational decision-making.

Skills for Success

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, Telecommunications, or a related discipline.
• Minimum 5 years of experience in Incident Management, IT Operations, Service Management, or Managed Services within an enterprise environment.
• Proven experience managing high-priority (P1/P2) incidents and coordinating multiple technical teams during critical service outages.
• Strong knowledge of ITIL Incident Management and Major Incident Management processes, with ITIL Foundation certification preferred.
• Hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow or equivalent tools.
• Strong stakeholder management, communication, and coordination skills, with the ability to engage effectively with customers, senior management, and technical teams.
• Ability to remain calm under pressure, prioritize competing demands, and make sound operational decisions during critical incidents.
• Experience supporting global enterprise customers and working across geographically distributed teams is highly desirable.
• Background in networking, cloud infrastructure, enterprise IT, or managed services is an added advantage.
• Excellent analytical, problem-solving, reporting, and presentation skills, with a strong focus on continuous service improvement and customer satisfaction.