Job Description
1. Incident Command & Response Facilitation
- Rapidly declare, activate, and coordinate Critical Situation (CritSit) / Major Incident Management (MIM) protocols upon detection or escalation of P1/P2 incidents.
- Establish and drive virtual technical command bridges (War Rooms) with cross-functional technical teams, vendor support, and regional IT leads.
- Enforce rigorous Incident Command Structure principles to reduce Mean Time to Restore (MTTR) for critical systems and business-critical applications.
- Triage, assess business impact, and prioritize technical restoration efforts across multi-cloud, infrastructure, enterprise systems (ERP/CRM), and network environments.
2. Crisis Communication & Stakeholder Management
- Draft and disseminate clear, accurate, and timely executive incident notifications, status updates, and flash reports to C-suite executives, Group ICT leadership, and affected business units.
- Translate complex technical updates from engineering teams into clear, actionable, non-technical executive briefs.
- Serve as the single point of contact (SPOC) for operational status during major active incidents.
3. Problem Management & Post-Incident Review (PIR)
- Facilitate thorough Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) sessions with technical leads, enterprise architects, and service owners post-resolution.
- Ensure formal RCA reports are completed, validated, and archived within agreed Service Level Agreements (SLAs).
- Track and drive the execution of corrective and preventative action items across Group ICT to eliminate recurring incidents.
4. Operational Readiness & Continuous Improvement
- Assist in defining, refining, and testing ICT Crisis Management, Disaster Recovery (DR), and Business Continuity Plan (BCP) runbooks.
- Track critical incident metrics, key performance indicators (KPIs), and operational trends to produce weekly/monthly analytical reports for ICT governance forums.
- Conduct regular simulation exercises, war game scenarios, and operational readiness drills across Group ICT teams.
Qualifications & Experience
- Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- Experience: 3–5 years of hands-on experience in IT operations, IT Service Management (ITSM), system administration, or critical incident command within enterprise environments or conglomerate group structures.
- Certifications (Preferred):ITIL v3 / v4 Foundation or Intermediate (Service Operations / Continual Service Improvement).Certified Incident Manager / Crisis Management certifications are a strong plus.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
- 3-5 years of hands-on experience in IT operations, IT service management, system administration, or critical incident command within enterprise environments
- ITIL v3 or v4 Foundation or Intermediate certification
- Certified Incident Manager or Crisis Management certification
What We Do
It all starts here. 23 years ago, a dream took flight - shaping and forever changing the travel industry in Asia. The idea was simple: Make flying affordable for everyone. We made that dream happen. We started an airline in 2001. Today, we’ve evolved to become something much bigger. We’re now a world-class brand, a leading Asean airline, a digital travel and lifestyle platform; and we’re not stopping. If you’re passionate about connecting people and transforming lives, we want you onboard. When it comes to your career, your Allstar journey will be an adventure. Find your dream career destination with us
