Associate Emergency Incident Management Analyst

Cyberjaya, Selangor, Malaysia Global Business Services 19389 26/12/2019
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To respond to emergency incidents as quickly as possible by assigning it to technical support groups for restoration of service and thereby minimize the impact on business operations and ensuring best possible level of service quality and availability. Adhere to Emergency Incident Management process and its activities and participates in process improvement and training/guidance within DHL IT Services Organizations. 


  • Respond to emergency incident as quickly as possible by assigning it to technical group.
  • Prioritize user requests considering the business impact and ensure Service Levels are met.

  • Negotiates with users, support teams and vendors in respect of emergencies priority

  • Monitor progress of emergency incident and ensures users and other interested parties are kept informed in a timely manner

  • Follow procedures for escalation and urgent requests.

  • Communicate emergency incident status via bulletin, sms, chat and conference call.

  • Initiate conference call with internal & external resolver/customer

  • Ensures all work is carried out and documented in accordance with required standards, methods and procedures.

  • Be the representative of EIM in as required by his/her line manager

  • Develops collaborative relationships with external and internal colleagues/customer

  • Participate and contribute to Continuous Improvement

  • Effectively and actively support other EIM and also Service Desk Analyst

  • Be the subject matter expert and provide advice or feedback on day to day work


  • Good understanding about the Service Desk function
  • Good knowledge of Emergency Incident Management process, including respective support model, SLA’s and quality standards to be delivered

  • Good knowledge in application, technical, network and IT Security

  • Advance level of communicative competence in English both written and spoken.

  • Strong customer focus

  • High degree of teamwork

  • Good understanding and is able to follow discussions with the management team and business colleagues

  • Effectively conveys factual communications that require an understanding of the recipient/audience

  • Demonstrated attention to detail and analytical thinking

  • Aware of Corporate, Industry and Professional Standards (ITIL, ITS Process)

  • Ability to work under pressure able to multitask


  • Great Team of IT Professionals with Global Working Exposure
  • Meal Card and Flexible Benefits – Customized According to Individual Needs

  • On-Going Professional and Technical Training and Certifications

  • A Multicultural Environment in Modern Offices

  • Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc)

  • Smart Casual Everyday

  • Global Internal Job Opportunities Available Within DPDHL

  • Unlimited Outpatient Medical

  • Home Office Possibilities

Sounds good? Start your application now!

DHL IT Services – About Us

IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to Deutsche Post DHL (DPDHL) Group:

  • Supports over 260,000 DPDHL e-mail users;
  • Runs more than 7700 servers;
  • Supports more than 2000 global services and applications;
  • Processes 9 million shipment information messages per day;
  • 200000 man days per year of development application.

Apart from being more than 4.500 highly skilled IT professionals with an intimate knowledge of the logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents – Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).

You would be part of over 1400 highly skilled IT professionals working in a friendly, multicultural environment of 26 nationalities in Cyberjaya.

Zahlen und Fakten

  • Geschäftsbereich

    DHL Information Services (Asia-Pacific) Sdn. Bhd.

  • Schichtarbeit


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