Incident Coordinator

PLEASE READ CAREFULLY BEFORE APPLYINGOPEN FOR LOCAL ONLY (MANDARIN SPEAKER)Role DescriptionThis is a 12 MONTHS contract role for an Incident Coordinator in Malaysia's number 1 banking industry, based on-site in Greater Kuala Lumpur.Key Responsibilities:Responsible for supporting the end-to-end incident management processEnsures that IT incidents are recorded, prioritized and resolved within defined SLAs, while maintaining clear communication with stakeholders.  Accurately log all incidents reported via email, phone or monitoring tools into the ITSM platform. Perform initial assessment, categorization and prioritization of incidents based on impact and urgency.  Coordinate with L1/L2 support teams and subject matter experts for incident resolution. Ensure timely escalation of unresolved or critical incidents to the incident manager or technical leads.Maintain real-time communication during high-impact or major incidents (under guidance) Assist in drafting communication templates and notifications.  Maintain accurate and complete incident records.  Support root cause and post-incident review data gathering.Provide regular incident metrics and reports to leadership or service owners. QualificationsBachelor’s degree in Informa on Technology (IT), Computer Science, Information Systems, Engineering, or a related technical field.5+ years’ experience with prior experience a Network Operations Centre (NOC) role. (MANDATORY)Strong understanding of IT infrastructure, network systems, and application support.Hands-on experience with incident management tools (e.g., ServiceNow, Jira, BMC Remedy, or equivalent).Experience in coordinating with multiple technical teams and ensuring timely resolution of critical incidents. Ability to analyze root causes, prepare incident reports, and recommend preventive actions. Excellent communication, coordination, and stakeholder management skills.Mandarin Speaker (Mandatory)Only shortlisted candidate will be contacted*