Incident & Problem Manager (Insurance Industry)

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Ideal Reliance Full time 120,000 - 180,000 per year

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

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