Incident & Problem Manager (Support Indonesia Project)

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Perkerjaan Career360 Sdn Bhd Full time 90,000 - 120,000 per year

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 Types: Full-time, Permanent, Contract

Contract length: 12 months

Pay: Up to RM9,000.00 per month

Benefits:

  • Health insurance

Application Question(s):

  • Do you have a notice period of 1 month or shorter?
  • Are you okay with a 12 months contract role?

Work Location: In person

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