Problem Management

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Avensys Consulting Sdn Bhd Full time

Key Responsibilities:

  • Incident Management: Act as the primary point, coordinate the activities of technical teams to ensure timely resolution and restoration of services.
  • Problem Identification and Analysis: Conduct thorough investigations to identify the root causes of incidents and problems.
  • Change Management: Coordinate changes across the APAC region with Product, Engineering and Cloud Engineering management teams. Facilitate the weekly Change Advisory Board (CAB) meetings and document all outcomes.
  • Problem Resolution: Collaborate with technical teams to develop and implement effective solutions for identified problems.
  • Stakeholder Management: Collaborate with various stakeholders, including IT teams, business units.
  • Reporting: Facilitate and document Root Cause Analysis and Post Incident Reviews after each event to minimize recurrence.
  • Communication: Owning proactive communication to the business during Major Incidents and Problems.

Skills and Experience:

  • Proven experience in problem management and major incident management within a fastpaced IT environment.
  • Strong knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices.
  • Excellent analytical and problemsolving skills, with the ability to identify root causes and develop effective solutions.
  • Strong communication and interpersonal skills, with the ability to collaborate with crossfunctional teams and stakeholders at all levels.
  • Experience with incident management tools and IT service management (ITSM) systems.
  • Knowledge of change management principles and practices.
  • Familiarity with IT operations and infrastructure components (e.g., networks, servers, databases, etc.).

Job Type:
Permanent

Schedule:

  • Day shift

Experience:

Problem Management: 3 years (preferred)

  • Strong Knowledge of

ITIL:
3 years (preferred)
- and IT service management (ITSM) systems: 1 year (preferred)

  • IT operations & infrastructure components: 1 year (preferred)

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