{"id":1233129,"url":"https://alion.io/job/singtel-incident-manager","title":"Incident Manager","company":{"id":49912,"name":"Singtel","domain":"singtel.com","url":"https://alion.io/company/singtel","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-27T16:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-09-26T05:56:13Z","board_verified":false,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"Be a part of something BIG!\nSay HELLO to BIG Possibilities with Singtel Kuala Lumpur (Sudong MY Sdn. Bhd.)!\nSingtel 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.\nWe 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.\nMake an Impact by\nLead and coordinate the end-to-end lifecycle of major incidents (P1, P2, and high-priority P3), ensuring timely service restoration and minimizing customer impact.\nServe as the primary escalation point for incident management, providing leadership and direction during critical service disruptions.\nCoordinate cross-functional technical teams, resolver groups, and external vendors to drive efficient incident resolution and restore services within agreed Service Level Agreements (SLAs).\nFacilitate incident bridges, technical discussions, and management updates to ensure effective collaboration throughout the incident lifecycle.\nDeliver timely, accurate, and proactive communications to customers, business stakeholders, and executive management during major incidents.\nMonitor incident progress, SLA performance, and escalation activities, ensuring governance and compliance with established operational processes.\nPrepare and coordinate After Incident Reports (AIR), validate Root Cause Analysis (RCA) findings, and collaborate with Problem Management teams to implement preventive actions.\nEnsure compliance with ITIL Incident Management and Major Incident Management best practices, as well as Customer-Singtel operational processes.\nMonitor Customer-Singtel ChatOps channels and respond promptly to operational requests, escalations, and coordination requirements.\nIdentify trends from incident data and recommend continual service improvement initiatives to enhance operational performance and customer experience.\nProduce incident metrics, service reports, and management dashboards to support governance reviews and operational decision-making.\nSkills for Success\nBachelor's Degree or Diploma in Information Technology, Computer Science, Engineering, Telecommunications, or a related discipline.\nMinimum 5 years of experience in Incident Management, IT Operations, Service Management, or Managed Services within an enterprise environment.\nProven experience managing high-priority (P1/P2) incidents and coordinating multiple technical teams during critical service outages.\nStrong knowledge of ITIL Incident Management and Major Incident Management processes, with ITIL Foundation certification preferred.\nHands-on experience with IT Service Management (ITSM) platforms such as ServiceNow or equivalent tools.\nStrong stakeholder management, communication, and coordination skills, with the ability to engage effectively with customers, senior management, and technical teams.\nAbility to remain calm under pressure, prioritize competing demands, and make sound operational decisions during critical incidents.\nExperience supporting global enterprise customers and working across geographically distributed teams is highly desirable.\nBackground in networking, cloud infrastructure, enterprise IT, or managed services is an added advantage.\nExcellent analytical, problem-solving, reporting, and presentation skills, with a strong focus on continuous service improvement and customer satisfaction.","description_format":"text","description_chars":3976,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Broadband"],"lifecycle":[{"event":"open","at":"2026-09-25T15:27:07Z"}],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.717,"p_room":0.55,"age_days":31,"expected_fill_days":31,"reasons":["conf:47","velocity","win:tail","comp:brand"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/singtel-incident-manager","json_url":"https://alion.io/job/singtel-incident-manager.json","meta":{"generated_at":"2026-09-29T03:37:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3346,"day_limit":5000,"remaining_today":1654,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}