Global Incident Management Lead Specialist

Job Summary

The Global Incident Management Lead Specialist role is to support Allianz Malaysia businesses to ensure that we have a leading approach to Global Incident Management. The Global Incident Management Lead Specialist will be required to ensure the implementation of permanent fixes, undergo root cause analysis, and provide robust, long term and cost-effective preventative actions.

Job Responsibilities:

Incident Management

• To support and deliver respective ITIL processes to support business objectives and meet incident service level agreement as per Global Incident Management framework.
• To support the delivery of incident management activities with coverage across critical business hours and 24 x 7 standby support for specific area of responsibility
• Control gathering of process metrics and documentation for incident escalation and support
• Acting as the interface between users and incident handling team by conducting, investigating, escalating, and resolving incidents and supporting incident management and problem management
• Develop and maintain Global Incident Management and Emergency Response Organization (ERO)’s documentation i.e., ERO plans, checklists, contact lists, etc, and ensure availability and updates of all the documents within the area of responsibility
• Assist and supports the Head of Emergency Response Organization in incident handling and escalation during emergency cases.
• Demonstrate an understanding of Health & Safety, Risk Assessment, Incidents, Business Continuity and Crisis Management, and how to manage such events
• During an emergency, assists the Head of Emergency Response Organization to evaluate the situation, identify and request resources, develop courses of actions, recommending solutions for decision making and maintain close interaction with incident handling team.

External Fraud

• Develop and implement external fraud framework and controls.
• Investigate, conduct interview, background check, collaborate with other business functions, complaint unit and compliance team
• Coordinate external fraud awareness and training program.
• Provide update status update to management team.

Key Requirements:

• Bachelor’s Degree in Business Administration, Information Technology, or related disciplines
• ITIL Service Management Foundation certification is preferred.
• Knowledge in IT Security COBIT Framework, and CSIRT/CERT processes is an added advantage.
• At least 5 years of relevant working experiences in I.T. industry on Incident, Change and Problem Management would be an added advantage
• Self-motivated and achievement orientated, with the confidence and ability to influence others.
• Excellent interpersonal skills and an ability to work with all stakeholders.
• Excellent analytical skills with attention to detail and accuracy without losing the broader view.
• Excellent communication (verbal and written) and presentation skills.
• Good organisation and task planning skills with a systematic, thorough, and logical approach to task completion.
• Ability to prioritise work effectively to manage stakeholder expectations. Able to work under pressure and achieve deadlines, both alone and with team.
• A willingness to make decisions and be accountable.
• Be able to demonstrate a flexible and innovative way of working.
• Willingness to learn and develop through self-driven Personal Development Plan
• Familiar with the use of ChatGPT to simplify work processes

Disclaimer Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.