Major Incident Manager

WE’RE RECRUITING!

As one of the UK’s fastest-growing MSPs, we’re on the lookout for Major Incident Manager to join us!

Location: Cyberjaya, Malaysia

Salary: Competitive Base + Benefits

Job Type: Permanent, Full-time

Hours: 40 hours per week, following a 24/7 Shift Rota covering Monday-Friday plus Weekends On-call

You will be part of the Major Incident management team performing 24/7 coverage for our Managed Services customers.

You will have ownership of the overall high priority incidents within Nasstar, assisting in coordinating the business response to incidents by proactively communicating with and updating customers, engineers, and key stakeholders.

Your key role would be to ensure the business responds appropriately and effectively to issues both present and future, driving high priority, major incidents or Major Service Outages (MSO).

Due to the nature of the role, there is a requirement to be part of the 24/7 Shift Rota covering Mornings, Afternoons, Nights and Weekends. There is also the requirement for On-call availability during out of hours to manage critical customer escalations or major incident.

Responsibilities:

Incident Management

• Handle Major Incidents or MSO to ensure quick resolution.
• Provide technical and process support during incidents.
• Lead incidents with support from engineers and stakeholders.
• Serve as a liaison between the technical team and internal stakeholders.

ITIL Process Management

• Have a solid understanding of the ITIL Framework to manage Problem, Change, and Incident processes within the QA department.
• Be flexible in providing guidance to Change Managers, Problem Managers, and Incident Managers.

Team Management

• Act as a backup for the Quality Assurance Manager, taking over responsibilities as needed, including handling department and senior management tasks.
• Serve as the senior team member in the absence of the Quality Assurance Manager.

Support the Operations Teams

• Assist Operations Teams with daily tasks, including task force activities, ticket trending, reporting, and dashboards.

• Help Team Leaders manage task forces during high volumes of tickets, ensuring organized resolution.

What we are looking for:

• Proven track record in incident driving abilities and experience
• Experience in managing ITIL processes
• Level 3 Technical Experience (in any IT field)
• Excellent People Management & Stakeholder Management skills
• Experience in reporting and dashboard creation
• Strong Interpersonal skills
• Report Writing Skills (Reporting and Data)
• High level of commitment & sense of responsibility
• Technically oriented to understand technical issues & propose solutions
• Technical Certifications: Servers, Virtualization, Backup, or any other technology

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!

www.nasstar.com

What you can expect from us in return

At Nasstar, we think it’s important to look after our employees. In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:

Holiday: 20 days’ annual leave entitlement, plus public holidays

Medical Insurance Enrolment: Will take place after probation is passed

Shift, Travel & Parking Allowance

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

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practising inclusion, and striving for equity, we aim to be a leader in our industry and a model for organisations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.