16 IT Service Management Itsm Frameworks 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.

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).

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.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Management Specialist is a seasoned subject matter expert, responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution.

This role is accountable for conducting a deep dive analysis of operational performance metrics and for client satisfaction, ensuring that the ongoing service delivery and support meets agreed customer requirements.

The Service Management Specialist works with relevant business stakeholders to understand and translate customer requirements into activities, measures, or service components that will ensure that the service operations and delivery teams can meet those.

Key responsibilities:

• Monitors operational performance metrics on a day-to-day basis.
• May assist with conducting analysis of operational performance metrics.
• Ensures that operational activities and problems are identified, recorded, monitored, and escalated for resolution.
• Acts as a conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions.
• Supports with the investigation and management of the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
• Collects and uses feedback from clients and stakeholders to help measure the effectiveness of stakeholder management.
• Maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency.
• Ensures the continuous delivery of the service according to the service level agreement (SLA).
• Supports with the analysis of client satisfaction survey results and ensures that the information is used to enhance service delivery in line with client expectations.
• Supports with the management of client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts.
• Conducts regular service reviews and applies service delivery improvements/change management processes to ensure that service delivery is maintained.
• Supports with the identification of risks to service delivery and helps to identify and implement appropriate solutions/service improvement plans to reduce the likelihood of escalations and/or delivery impact to the client and improves quality of service.
• Contributes to pre-sales processes by providing information on pain points and service delivery performance metrics.
• Works in collaboration with the transition team ensuring the transition of service contracts into operations.
• Performs any other tasks as required by senior leadership/management.

To thrive in this role, you need to have:

• Seasoned client engagement skills with the ability to support in medium to high complexity engagements.
• Seasoned working knowledge of ITIL functions and relevant internal services operations and business metrics.
• Good quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service.
• Assertive in approach, displaying persuasion and influence ability.
• Seasoned understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks).
• Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders.
• Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts.
• Seasoned technical knowledge of relevant internal services offerings, and associated platforms and processes.
• Seasoned exposure and working-level knowledge of all IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration etc.
• Seasoned understanding of emerging technology and trends impacting IT operations.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field.
• Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial.

Required experience:

• Seasoned demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
• Seasoned demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment.
• Seasoned demonstrable vendor management experience.
• Seasoned experience in developing and implementing improvement plans and services.
• Seasoned previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an email address. If you suspect any fraudulent activity, please contact us.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Management Specialist is a seasoned subject matter expert, responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution.

This role is accountable for conducting a deep dive analysis of operational performance metrics and for client satisfaction, ensuring that the ongoing service delivery and support meets agreed customer requirements.

The Service Management Specialist works with relevant business stakeholders to understand and translate customer requirements into activities, measures, or service components that will ensure that the service operations and delivery teams can meet those.

Key responsibilities:

• Monitors operational performance metrics on a day-to-day basis.
• May assist with conducting analysis of operational performance metrics.
• Ensures that operational activities and problems are identified, recorded, monitored, and escalated for resolution.
• Acts as a conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions.
• Supports with the investigation and management of the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
• Collects and uses feedback from clients and stakeholders to help measure the effectiveness of stakeholder management.
• Maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency.
• Ensures the continuous delivery of the service according to the service level agreement (SLA).
• Supports with the analysis of client satisfaction survey results and ensures that the information is used to enhance service delivery in line with client expectations.
• Supports with the management of client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts.
• Conducts regular service reviews and applies service delivery improvements/change management processes to ensure that service delivery is maintained.
• Supports with the identification of risks to service delivery and helps to identify and implement appropriate solutions/service improvement plans to reduce the likelihood of escalations and/or delivery impact to the client and improves quality of service.
• Contributes to pre-sales processes by providing information on pain points and service delivery performance metrics.
• Works in collaboration with the transition team ensuring the transition of service contracts into operations.
• Performs any other tasks as required by senior leadership/management.

To thrive in this role, you need to have:

• Seasoned client engagement skills with the ability to support in medium to high complexity engagements.
• Seasoned working knowledge of ITIL functions and relevant internal services operations and business metrics.
• Good quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service.
• Assertive in approach, displaying persuasion and influence ability.
• Seasoned understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks).
• Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders.
• Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts.
• Seasoned technical knowledge of relevant internal services offerings, and associated platforms and processes.
• Seasoned exposure and working-level knowledge of all IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration etc.
• Seasoned understanding of emerging technology and trends impacting IT operations.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field.
• Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial.

Required experience:

• Seasoned demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
• Seasoned demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment.
• Seasoned demonstrable vendor management experience.
• Seasoned experience in developing and implementing improvement plans and services.
• Seasoned previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an email address. If you suspect any fraudulent activity, please contact us .