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Service Engineering Specialist (Incident Management - 24X7 Shift)

Malaysia - Central - Kuala Lumpur
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Job ID 102767BR Job category IT&S Group Segment Corporate & Functions Relocation availableNo CityKuala Lumpur CountryMalaysia Travel required Negligible travel

Job profile summary:

Role Synopsis
BP has embarked on an ambitious plan to modernize and transform using digital technologies to drive efficiency, effective and new business models. You are the Major Incident Management Specialist, running the major incident management processes to undertake service restoration of major incidents occurring within BP. You will drive the process to ensure that service is restored as quickly as possible, minimising the adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained. You will be responsible for assessing situations, making appropriate interventions, directing and facilitating resolution activity. You will ensure appropriate escalation within vendors, resolution teams and service management at your discretion during an incident.

This role will involve working within the 24x7 Command Centre and liaising with regional teams of Incident and Resolution Managers across IT&S.

At IT&S, all the roles are within Chapters. While your role will continue to remain within the Chapter, your initial activities described below may change over time.

Key Accountabilities
Team: Lead to manage the day to day resolution of major incidents impacting BP. Responsible for the investigation, diagnosis and resolution of major incidents within the region. Ensure that progress on major incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity. Ensure appropriate escalation within Service Delivery Organisations, resolution teams and service management at your discretion during a major incident. Ensure that the major incident management process is followed, and that major incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.

Services: Ensure that Service/s operate appropriately and will execute Change/Projects in compliance with IT&S standards and regulatory requirements relating to: Security, HR, Ethics, Data Protection, HSSE, Policies, Legal entities and legislations. Manage the Service Performance and relevant reporting activities related to the services/products offered. Help advance the company’s technology-related transformation by drawing meaningful insights from data and use these to support innovation and the delivery of iterative solutions. You will aim to protect, evolve, innovate, enhance and optimise the service/s managed, the products offered and the overall customer experience. You will develop a deep knowledge of your E2E Service Model and will build and manage collaborative relationships to improve the overall quality of the service and effective Ways of Working that work to maximise value of underpinning Resources (Technology, Contracts, People); simplify and optimise delivery, and enhance the products offered.

Relationships: Manage the quality of communications to stakeholders ensuring that major incident communications are relevant, concise and timely. Collaborate with other Service Management teams (mainly Problem & Change team) to ensure that incidents, problems and changes are defined & understood to enable faster response to incidents. Work as part of the Major Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs. You will support the Service Owner by providing activity leadership related to the integrated delivery of the service/s and evolving catalogue of IT products offered and consumed – assuring the integrity of expected IT and business outcomes maintained – including the vendor management of our underpinning contracts.

Safety and Compliance: Safety of our people and our customers is our highest priority. You will advocate and lead in this and promote a culture of security and compliance in everything that we do.

Job Advert:

Essential Education
ITIL Service Management certified with preferable Bachelor's (or higher) degree from a recognized institute of higher learning, ideally focused in Business IT or Computer Science, MIS/IT, or other STEM related subjects.

Ideally experienced in service management of global services within a large corporate enterprise environment, and preferably managing a service within a Unified Communications service portfolio.

Essential Experience & Job Requirements

Technical capability:

Service level management
Contract management
ITIL core processes
Relationship management
Customer Service Support
Service Management

Business process improvement
Business risk management
Service acceptance
Technical specialism
Application support

Leadership and EQ:

  • You embrace a culture of change and agility, evolving continuously, adapting to our changing world.
  • You are an effective team player, looking beyond your own area/organizational boundaries to consider the bigger picture and/or perspective of others, while understanding cultural differences.
  • You continually enhance your self-awareness and seek input from others on your impact and effectiveness.
  • Well organized, you balance proactive and reactive approaches and multiple priorities to complete tasks on time.
  • You apply judgment and common sense – you use insight and good judgment to inform actions and respond to situations as they arise.
  • You comply with BP's Code of Conduct and demonstrate strong leadership through BP's Leadership Expectations and Values & Behaviours.

About BP:

We are a global energy business involved in every aspect of the energy system. We have 75,000 employees in 80 countries, working towards delivering light, heat and mobility to millions of people, every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the world's ambition of a low carbon future. Join us, and be part of what we can accomplish together.

In IT&S we are committed to providing flexible working arrangements. Agile or flexible working encompasses a wide range of working options, which help people to achieve their full potential. It is more than ad-hoc home working or part time working; it’s about role modelling BP’s IT technology to get a job done, in a way that works well for both the business and our employees.

So even if a job is advertised as full time, please reach out to the hiring manager or the recruiter if you would like flexible working arrangements to be considered.

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