Job Description

Job Summary:

The Incident and Problem Manager is responsible for managing the lifecycle of all incidents and problems to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations.

This role ensures the effective implementation of ITIL processes related to incident and problem management and facilitates continuous service improvement.

This role will report into Head of Operations, Asia and matrix to the Head of ITSM

Key Responsibilities

Incident Management

Own and manage the end-to-end Incident Management process.

Ensure all incidents are logged, categorized, prioritized, and resolved within agreed SLAs.

Coordinate and lead major incident resolution efforts, including communication with stakeholders and executive management.

Conduct post-incident reviews (PIRs) and ensure documentation of root causes and actions taken.

Improve incident handling procedures and ensure adherence to them across IT teams.

Problem Management

Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning.

Identify, log, and investigate problems based on incident trends and recurring issues.

Facilitate and lead problem review meetings, coordinating across teams to ensure timely resolution.

Maintain the Known Error Database (KEDB) and ensure workarounds are documented and communicated.

Work proactively to prevent future incidents by identifying potential issues and mitigating them.

Reporting and Continuous Improvement

Produce regular reports on incident and problem trends, root causes, and performance against SLAs.

Recommend and drive service improvement initiatives.

Liaise with Change, Release, and Configuration Management to ensure problem records are linked appropriately.

Train and guide IT staff on incident and problem management processes and best practices.

Key requirements / skills / experience

Bachelor's degree in Information Technology, Computer Science, or a related field.

ITIL Foundation certification required; ITIL Intermediate/Expert is a plus.

3-5+ years of experience in ITSM roles, with a focus on incident and/or problem management.

Experience managing major incidents in a high-pressure, 24x7 enterprise IT environment.

Strong analytical and troubleshooting skills.

Excellent communication and stakeholder management skills.

Work on shift when required

Preferred Skills:

Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).

Experience in enterprise-level IT environments, especially in regulated industries (e.g., finance, healthcare).

Understanding of SLAs, OLAs, and service reporting.

Fluent in English & Bahasa Melayu

Job Type: Contract
Contract length: 12 months

Pay: Up to RM9,000.00 per month

Application Question(s):

Are you okay with a 12 months contract role with high possibility to convert to permanent? Do you have a notice period of 1 month or shorter?
Work Location: In person