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.

Position 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 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 proceed by clicking the Apply button or sending your updated resume to yeo@asiarecruit.com.my.

Consultant in charge of the role:  

Yeo

Senior Consultant

WhatsApp no: +60 12-681 1281