Job Description

Job Details:

Work Location: Kuala Lumpur Contract Duration: 12 months Working Hours: 8.45am - 5.45pm Offered Salary: RM 12,000

Key Responsibilities

Incident Management

Take full ownership of the Incident Management lifecycle from start to finish. Ensure every incident is accurately recorded, classified, prioritized, and resolved within the agreed service levels. Lead the response for major incidents, coordinating technical teams and keeping stakeholders and management informed throughout. Perform post-incident analyses and document root causes, lessons learned, and corrective actions. Continuously refine incident management practices and ensure all IT teams follow established procedures.

Problem Management

Manage the complete Problem Management process, including conducting RCAs, analyzing trends, and developing preventive and corrective actions. Detect and log problems based on recurring incidents or patterns, and drive investigations to identify underlying issues. Organize and chair problem review sessions, ensuring cross-team collaboration for timely resolution. Oversee the maintenance of the Known Error Database (KEDB) and ensure workarounds are recorded and shared effectively. Work proactively to reduce future incidents by identifying risks and implementing mitigation steps.

Reporting & Continuous Improvement

Prepare routine reports highlighting incident/problem trends, root causes, and SLA performance. Propose and execute initiatives aimed at enhancing service quality and operational efficiency. Collaborate with Change, Release, and Configuration Management teams to ensure proper linkage of related problem records. Provide guidance and training to IT staff on best practices for managing incidents and problems.

Key Requirements / Skills / Experience

Bachelor's degree in IT, Computer Science, or a related discipline. ITIL Foundation certification is required; higher-level ITIL certifications are an advantage. 3-5+ years of experience in IT Service Management, particularly in incident and/or problem management. Hands-on experience handling major incidents in a fast-paced, 24/7 enterprise environment. Strong analytical thinking and problem-solving capabilities. Excellent communication and stakeholder engagement skills. Willing to work on shifts when necessary.
Job Type: Contract
Contract length: 12 months

Pay: Up to RM12,000.00 per month

Experience:

incident management: 3 years (Required) problem management: 3 years (Required)
Work Location: In person