Deskripsi Pekerjaan
Phillip Capital Group is a leading Asian financial services house with a strong global footprint. We are committed to providing cutting-edge financial services to our clients. To ensure the highest levels of IT service availability and stability, we are looking for a proactive and hands-on IT Incident Manager (Assistant Manager) to take ownership of our IT incident management process and drive our service recovery efforts.
In this critical role, you will be the central point of coordination for all IT incidents, especially major incidents. You will be responsible for the entire lifecycle of incidents, from detection and diagnosis through to resolution and post-incident review. You will thrive in managing chaotic situations, bringing structure, order, and clear communication to technical bridge calls and stakeholder updates. Your ability to engage the right technical resources, enforce SLA compliance, and drive swifter Mean Time to Resolution (MTTR) will directly impact business continuity and user satisfaction.
Beyond firefighting, this role offers the opportunity to be a driver of continuous improvement. You will analyze incident trends, identify systemic issues, and champion corrective actions alongside Problem Management. You will develop and enhance incident management playbooks, conduct training sessions, and foster a culture of operational excellence within the IT department. Working closely with Infrastructure, Application Support, and Security teams, you will ensure that learning from incidents strengthens the overall IT ecosystem.
If you are an experienced Incident Manager who possesses deep ITIL knowledge, excels under pressure, and wants to make a tangible impact in a dynamic financial technology environment, we want to hear from you. This is your chance to join a reputable brand and a team that values your expertise.
Tanggung Jawab
- End-to-end management of IT incidents, ensuring timely resolution and communication according to SLA targets.
- Lead and coordinate the Major Incident Management (MIM) process, including war rooms and bridge calls.
- Facilitate Root Cause Analysis (RCA) sessions and ensure the implementation of corrective actions.
- Develop, maintain, and improve incident management procedures, workflows, and knowledge articles.
- Provide regular incident reports, metrics, and trend analysis to IT management and business stakeholders.
- Collaborate with Problem Management, Change Management, and other IT teams to prevent incident recurrence.
- Act as the central point of contact for escalations, ensuring appropriate resources are engaged.
- Conduct post-incident reviews and drive the continuous improvement of IT service availability.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 4-6 years of experience in IT operations, with at least 2 years in an Incident Management role.
- ITIL v3 or ITIL 4 Foundation certification is mandatory; Intermediate certifications are highly preferred.
- Proven experience with major incident management in a complex multi-platform environment (Windows, Linux, Network, Cloud).
- Strong knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).
- Excellent communication, leadership, and stakeholder management skills.
- Ability to remain calm and decisive under pressure during high-severity outages.
- Experience in the financial services industry is a strong advantage.