[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All CIMB Group Holdings jobs](https://jobs.opennash.com/companies/cimb-group-holdings/) · [Search jobs](/search/) CIMB Group Holdings · Malaysia # Assistant Manager, GT Service Management (ITSM-Incident Manager) Malaysia Full-time Manager or lead Administrative Listed on CIMB Group Holdings’s official careers site. Posted October 26, 2026. Check that it is still open and apply there. [Apply on CIMB Group Holdings’s careers site →](https://ejox.fa.ap1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/37801) [OpenNash Jobs](https://jobs.opennash.com/) / [CIMB Group Holdings](https://jobs.opennash.com/companies/cimb-group-holdings/) / Assistant Manager, GT Service Management (ITSM-Incident Manager) ## Job description ### Job Purpose - ITIL Incident Manager is responsible for managing the ITSM processes in accordance to CIMB Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as incident management, problem management, change management, configuration management and service level management. ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all issues in order to reduce incidents and improve service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. ### Key Responsibilities - The range of activities and tasks to be undertaken by an ITIL Incident Manager includes: - Incident Management Process Owners in driving Service management best-practice and ITIL process standardization - Executes the Incident Management process tasks in adherence with CIMB IT Policy and Procedure and Problem SOP - Coordinates and manages the Incident Management process activities across the MY and regional countries - Escalates risks and issues to CIMB’s leadership team - Supports Incident Management reporting (KPIs and customer SLAs) - Primary interface / contact person for CIMB, able to work on 24x7 support. - Lead and coordinate with technical resources to restore services via workaround or permanent solution within the agreed SLA, for major incidents (P1 / P2 cases). - Prioritize among competing issues based on resources and business impact. - Act as an escalation point for users, team members, and vendors for issues related to major incidents. - Response to user escalation and engage functional escalation and management escalation as required. - Chair conference calls between technical team, business and stakeholders to communicate status of recovery effort and confirm service restoration. - Central communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process. - Review and feedback on the Major Incident Review Report after major incidents to identify gaps and action items of improvements and preventive measures. ### Job Category - Support Supporting Function ### JOB DESCRIPTION Page 2 of 4 - Initiates follow-up actions to correct any issues or inefficiencies arising during execution of the Incident Management Process and highlights any issues or ideas of improvement to the CIMB leadership team. - Facilitate Problem Management for major incidents root cause analysis (RCA) or further investigation is required. Work closely with the Problem Management team to identify, record, investigate, and manage problems arising from major incidents, recurring incidents, and significant service disruptions. - Ensure effective transition from Incident Management to Problem Management after service restoration, including the handover of incident timelines, impact assessments, troubleshooting records, workarounds, and recovery actions. - Coordinate and provide Incident and Major Incident Management support across CIMB’s regional and international branches, ensuring consistent execution of incident management processes in accordance with established IT policies, procedures, and SLAs. - Act as the central coordination point between regional IT teams, local business units, technical support teams, and external vendors to manage incidents, facilitate service restoration, and minimize business disruption across different countries and time zones. ### Job Specification - Qualifications (Basic Degree/Diploma etc) - Bachelor's Degree or Professional Qualification in Computer Science/ Information Technology Professional Qualification and/or Regulatory, Licensing requirements - ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation Relevant Work Experience - Minimum 3 years of Incident/Problem Lead - Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3 ### Required Competencies and Skills - Competencies/Skills (Essential to succeed in this job) Technical/Functional skills - Minimum Technical Requirement - Proficient in MS Office. - Familiar with network technologies, application, hardware such as mainframe, AS400, Unix and Wintel environment. Personal skills (Soft Competencies [Core/Leadership]) - Good verbal and written command of English. - Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company. - Strong influencing and relationship management skills. - Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities - Highly result oriented and can work in team Travel Requirements (if any) ## At a glance - Posted by the employer: Oct 26, 2026 - First seen by OpenNash: Oct 30, 2026 - Last checked: Oct 30, 2026 - Listed for: 4 days - Location: Malaysia - Employment type: Full-time[Apply on CIMB Group Holdings’s careers site →](https://ejox.fa.ap1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/37801) ## Hiring at CIMB Group Holdings - Open jobs: 407 - New in the last 7 days: After two weekly collections - Tracked since: Oct 30, 2026 [All CIMB Group Holdings jobs](https://jobs.opennash.com/companies/cimb-group-holdings/) · [Weekly hiring report](/reports/hiring/) ## More jobs at CIMB Group Holdings ### [AML Officer, GC - AMLT, ODD/CDD (SG) MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/94651e0f40238e4abb0b/) Malaysia ### [Assistant Manager, CBPA - Securitization & Expense Management MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/6124777deb11c7bcf08f/) Malaysia ### [Assistant Manager, Consumer Digital - Digital Business Strategy & Transformation (Operations & Process)](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/2e6c3cd3b6e3804eb79c/) Malaysia ### [Assistant Manager, GCB P&P CC - Cards Portfolios MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/e4b31a744fdec46c1a94/) Malaysia ### [Assistant Manager, iCIMB & CCBO - SG Nearshoring, UAT Testers (SG) MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/9e998b30eb302b2c6bf9/) Malaysia ## Similar jobs at other companies ### [ITSM Change Management Specialist (m/f/d)](https://jobs.opennash.com/companies/deutsche-post/jobs/07f078da5e52c5efbb06/) Deutsche Post · Diegem, Vlaams-Brabant, Belgium ### [Service Manager Itsm Dallas Texas United States](https://jobs.opennash.com/companies/equinix/jobs/63256730ebcb119de37a/) Equinix ### [ITSM Asset & Configuration Management Specialist (m/f/d)](https://jobs.opennash.com/companies/deutsche-post/jobs/436da9e5cfd915c53ab8/) Deutsche Post · Diegem, Vlaams-Brabant, Belgium ### [ServiceNow ITSM Developer](https://jobs.opennash.com/companies/tata-consultancy-services/jobs/3a20c9c165740b80b3d3/) Tata Consultancy Services · Chennai ### [Helpdesk Senior Associate-ITSM](https://jobs.opennash.com/companies/ntt/jobs/d328a819ea4fa3935187/) NTT · Bangalore, KA, IN, India OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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