26 Incident Management jobs in Thailand

Job Title: Incident Management Lead

Job Type: Permanent

Work Location:  Bangkok, Thailand (Onsite)

Job Summary:

We are seeking an experienced Incident Management Lead with a strong background in the telecom industry. The ideal candidate will have a deep technical understanding of applications and infrastructure, and will be responsible for managing and driving the resolution of major incidents. This role requires excellent communication skills in both English and Thai, and the ability to produce detailed reports and track SLAs.

Key Responsibilities:

· Incident Management: Lead and manage the resolution of major incidents, ensuring minimal disruption to services.

· War Room Facilitation: Host and drive war rooms to coordinate the resolution of major incidents.

· Reporting: Prepare and submit monthly reports on all major incidents, including detailed analysis and recommendations.

· SLA Tracking: Monitor and report on service level agreements (SLAs) to ensure compliance and identify areas for improvement.

· Technical Expertise: Utilize a strong technical background in applications and infrastructure to effectively manage incidents.

· Communication: Communicate effectively with stakeholders at all levels, providing clear updates and managing expectations.

· Continuous Improvement: Identify and implement improvements to the incident management process.

Qualifications:

· Experience: Extensive years of experience in incident management within the telecom industry.

· Technical Skills: Strong technical understanding of applications and infrastructure.

· Languages: Fluent in English and Thai.

· Leadership: Proven ability to lead and manage teams in high-pressure situations.

· Analytical Skills: Strong analytical and problem-solving skills.

· Communication: Excellent verbal and written communication skills in both English and Thai.

· Reporting: Experience in preparing detailed reports and tracking SLAs.

Preferred Qualifications:

· Certifications: ITIL or similar certifications in incident management.

· Tools: Familiarity with incident management tools and software.

Job Summary:

We are seeking an experienced Incident Management Lead with a strong background in the telecom industry. The ideal candidate will have a deep technical understanding of applications and infrastructure, and will be responsible for managing and driving the resolution of major incidents. This role requires excellent communication skills in both English and Thai, and the ability to produce detailed reports and track SLAs.

Key Responsibilities:

• Incident Management: Lead and manage the resolution of major incidents, ensuring minimal disruption to services.
• War Room Facilitation: Host and drive war rooms to coordinate the resolution of major incidents.
• Reporting: Prepare and submit monthly reports on all major incidents, including detailed analysis and recommendations.
• SLA Tracking: Monitor and report on service level agreements (SLAs) to ensure compliance and identify areas for improvement.
• Technical Expertise: Utilize a strong technical background in applications and infrastructure to effectively manage incidents.
• Communication: Communicate effectively with stakeholders at all levels, providing clear updates and managing expectations.
• Continuous Improvement: Identify and implement improvements to the incident management process.

Qualifications:

• Experience:
  Extensive years of experience in incident management within the telecom industry.
• Technical Skills:
  Strong technical understanding of applications and infrastructure.
• Languages:
  Fluent in English and Thai.
• Leadership:
  Proven ability to lead and manage teams in high-pressure situations.
• Analytical Skills:
  Strong analytical and problem-solving skills.
• Communication
  : Excellent verbal and written communication skills in both English and Thai.
• Reporting:
  Experience in preparing detailed reports and tracking SLAs.

Preferred Qualifications:

• Certifications:
  ITIL or similar certifications in incident management.
• Tools:
  Familiarity with incident management tools and software.

Incident & Problem Management / ITSM Specialist

Key Responsibilities:

• Design and implement ITSM processes in line with ITIL and industry best practices
• Lead Incident & Problem Management, ensuring timely resolution and root cause prevention
• Manage Change Management process to minimize disruption to business operations
• Maintain and improve the IT Service Catalog to reflect business needs accurately
• Define, negotiate, and manage SLAs to meet service expectations
• Oversee IT Asset & Configuration Management, ensuring accurate tracking and reporting
• Drive continuous improvement initiatives to optimize ITSM efficiency and user satisfaction
• Deliver training and create documentation for ITSM tools and procedures
• Administer and enhance ITSM tools to support process automation and usability
• Monitor, analyze, and report on ITSM KPIs to identify trends and performance gaps
• Ensure compliance with IT policies, standards, and support audit readiness

Qualification :

• Bachelor's degree in a relevant field; certification in ITIL or ITSM is highly desirable.
• At least 5 years' experience in IT service management, with a focus on process design and improvement.
• Strong technical knowledge of ITSM tools, incident, problem, and change management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.

Incident & Problem Management / ITSM Specialist

Key Responsibilities:

• Design and implement ITSM processes in line with ITIL and industry best practices
• Lead Incident & Problem Management, ensuring timely resolution and root cause prevention
• Manage Change Management process to minimize disruption to business operations
• Maintain and improve the IT Service Catalog to reflect business needs accurately
• Define, negotiate, and manage SLAs to meet service expectations
• Oversee IT Asset & Configuration Management, ensuring accurate tracking and reporting
• Drive continuous improvement initiatives to optimize ITSM efficiency and user satisfaction
• Deliver training and create documentation for ITSM tools and procedures
• Administer and enhance ITSM tools to support process automation and usability
• Monitor, analyze, and report on ITSM KPIs to identify trends and performance gaps
• Ensure compliance with IT policies, standards, and support audit readiness

Qualification :

• Bachelor's degree in a relevant field; certification in ITIL or ITSM is highly desirable.
• At least 5 years' experience in IT service management, with a focus on process design and improvement.
• Strong technical knowledge of ITSM tools, incident, problem, and change management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.

Company Description

Krungthai Card Public Company Limited (KTC) operates a range of business services including credit card management, personal loans, utilities payment services, and electronic payment services. Located in the United Business Center II Building in Bangkok, Thailand, KTC offers crucial financial services tailored to a diverse array of customer needs.

Role Description

• Incident Response & Coordination

-
Lead and manage end-to-end incident response activities, including detection, analysis, containment, eradication, and recovery.

• Act as the primary liaison between internal stakeholders and external SOC teams during security incidents.

• Validate and triage alerts received from the SOC, ensuring completeness and accuracy of analysis.

• Conduct root cause analysis and post-incident reviews to identify gaps and recommend improvements.

• Maintain incident documentation, timelines, and evidence for compliance and audit purposes.

• Splunk SIEM BAU Tasks

• Develop and maintain correlation rules, dashboards, and alerts to improve threat detection.

• Perform regular health checks and tuning of Splunk to ensure optimal performance.

• Collaboration & Reporting

• Collaborate with IT, network, and application teams to investigate and remediate incidents.

Qualifications

- Bachelor's degree in Cybersecurity, Information Technology, or related field.

- 3+ years of Experience in cybersecurity operations or Incident Response.

• Hands-on experience with Splunk SIEM (Enterprise Security preferred).

• Strong understanding of network protocols, operating systems, and threat vectors.

• Familiarity with MITRE ATT&CK framework and threat intelligence integration.

• Excellent communication and documentation skills.

• Ability to work under pressure and manage multiple incidents simultaneously.

• Experience working with outsourced SOC or MSSP environments.

• Experience with other security tools (EDR, NDR, SOAR, vulnerability scanners).

Responsibilities:

Incident Response & Coordination

- Lead and manage end-to-end incident response activities, including detection, analysis, containment, eradication, and recovery.

- Act as the primary liaison between internal stakeholders and external SOC teams during security incidents.

- Validate and triage alerts received from the SOC, ensuring completeness and accuracy of analysis.

- Conduct root cause analysis and post-incident reviews to identify gaps and recommend improvements.

- Maintain incident documentation, timelines, and evidence for compliance and audit purposes.

Splunk SIEM BAU Tasks

- Develop and maintain correlation rules, dashboards, and alerts to improve threat detection.

- Perform regular health checks and tuning of Splunk to ensure optimal performance.

Collaboration & Reporting

- Collaborate with IT, network, and application teams to investigate and remediate incidents.

- Provide timely and detailed incident reports to management and stakeholders.

Qualifications:

- Bachelor's degree in Cybersecurity, Information Technology, or related field.

- 3+ years of experience in cybersecurity operations or incident response.

- Hands-on experience with Splunk SIEM (Enterprise Security preferred).

- Strong understanding of network protocols, operating systems, and threat vectors.

- Familiarity with MITRE ATT&CK framework and threat intelligence integration.

- Excellent communication and documentation skills.

- Ability to work under pressure and manage multiple incidents simultaneously.

- Experience working with outsourced SOC or MSSP environments.

- Experience with other security tools (EDR, NDR, SOAR, vulnerability scanners).

Responsibilities:

Incident Response & Coordination

- Lead and manage end-to-end incident response activities, including detection, analysis, containment, eradication, and recovery.

- Act as the primary liaison between internal stakeholders and external SOC teams during security incidents.

- Validate and triage alerts received from the SOC, ensuring completeness and accuracy of analysis.

- Conduct root cause analysis and post-incident reviews to identify gaps and recommend improvements.

- Maintain incident documentation, timelines, and evidence for compliance and audit purposes.

Splunk SIEM BAU Tasks

- Develop and maintain correlation rules, dashboards, and alerts to improve threat detection.

- Perform regular health checks and tuning of Splunk to ensure optimal performance.

Collaboration & Reporting

- Collaborate with IT, network, and application teams to investigate and remediate incidents.

- Provide timely and detailed incident reports to management and stakeholders.

Qualifications:

- Bachelor's degree in Cybersecurity, Information Technology, or related field.

- 3+ years of experience in cybersecurity operations or incident response.

- Hands-on experience with Splunk SIEM (Enterprise Security preferred).

- Strong understanding of network protocols, operating systems, and threat vectors.

- Familiarity with MITRE ATT&CK framework and threat intelligence integration.

- Excellent communication and documentation skills.

- Ability to work under pressure and manage multiple incidents simultaneously.

- Experience working with outsourced SOC or MSSP environments.

- Experience with other security tools (EDR, NDR, SOAR, vulnerability scanners).

เจ้าหน้าที่ประจำศุนย์ให้บริการหลังการขายแก่ลูกค้าองค์กร ผ่านช่องทางการติดต่อต่างๆ เช่น โทรศัพท์, อีเมล, Chat ที่มีใจรักและมุ่งมั่นในการให้บริการลูกค้าอย่างเต็มที่ เข้าใจในความเดือดร้อนทางธุรกิจของลูกค้า

เป้าหมาย : เพื่อให้ลูกค้าได้รับประสบการณ์ที่ดี ใช้บริการได้อย่างราบรื่น และ ไว้วางใจใช้บริการอย่างต่อเนื่อง

หน้าที่ความรับผิดชอบ :

1. รับเรื่องร้องเรียน, แก้ไขปัญหาทางเทคนิคเบื้องต้น, รับคำขอบริการ, การเปลี่ยนแปลงในบริการ, และ ให้ข้อมูลแก่ผู้ใช้บริการ

2. ประสานงานกับหน่วยงานต่าง ๆ ทั้งภายใน ภายนอก และลูกค้า เพื่อให้เกิดความคืบหน้า โดยปฏิบัติตามขั้นตอนและระยะเวลาที่กำหนดอย่างเคร่งครัด

3. ติดตามดำเนินการตามขั้นตอนต่าง ๆ ให้ครบถ้วนตั้งแต่ต้นจนได้รับการยืนยันจากลูกค้า จึงทำการปิดงาน

4. บันทึกข้อมูลต่าง ๆ เข้าระบบ และ/หรือ ลงในเอกสารที่กำหนด

5. จัดทำรายงานสรุปผล และร่วมประชุมรายงานปัญหา ความคืบหน้า และแนวโน้มต่าง ๆ ตามเวลาที่กำหนด เพื่อแก้ปัญหาและปรับปรุงการบริการ

Additional Requirement

All

0.00

Job Information

Telecommunication

Contract

Junior Executive

NORMAL

Thai

หน้าที่และรายละเอียดของงาน

• รับแจ้งและบันทึกคำร้องและเหตุการณ์ที่เกี่ยวข้องกับการใช้งานระบบ IT

• ส่งต่อปัญหาที่ซับซ้อนและต้องการการสนับสนุนเพิ่มเติมไปยัง IT Technical Support หรือหน่วยงานที่เกี่ยวข้อง

• ติดตามสถานะของคำร้องและเหตุการณ์จนกว่าจะได้รับการแก้ไข

• ให้ข้อมูลและคำแนะนำเบื้องต้นแก่ผู้ใช้งานในกรณีที่มีคำถามเกี่ยวกับการใช้งานระบบ IT

• ประเมินและปรับปรุงกระบวนการบริการ Service Desk เพื่อเพิ่มประสิทธิภาพในการตอบสนองคำร้องของผู้ใช้งาน

คุณสมบัติผู้สมัคร

1.ปริญญาตรี สาขาวิทยาการคอมพิวเตอร์หรือสาขาที่เกี่ยวข้อง

2.มีประสบการณ์ 1 ปี

3.มีทักษะการแก้ปัญหาและการสื่อสารที่ดี

4.สามารถสื่อสารภาษาอังกฤษได้