Incident Manager (IT Ticket Facilitation)

The Incident Manager (IT Ticket Facilitation) role is responsible for ensuring the efficient and effective resolution of IT incidents impacting Air Liquide business operations. This role focuses on the timely coordination, communication, and escalation of incidents, driving restoration of services with minimal disruption.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Background of working with MSPs or BPO is preferred.
• Fluent English in both written and oral as the working language.
• ITIL v4 Foundation certification or higher is highly desirable.
• Proven experience in incident management, preferably in a large enterprise environment.
• Strong understanding of IT infrastructure and services.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Experience with incident management tools (e.g., ServiceNow, Jira Service Management).
• Experience with ticketing systems.
• Ability to work on call during off hours occasionally for urgent cases.

Benefits

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles
• Hybrid work arrangement
• Office location (1Powerhouse) is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development