Incident & Problem Management Support

7 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Skill Quotient Technologies Inc Full time

Job Title: IT Service Management (ITSM) Analyst / IT Operations Analyst

Job Summary

We are seeking a proactive and detail-oriented IT Service Management (ITSM) Analyst / IT Operations Analyst to support day-to-day IT operations with a primary focus on Incident and Problem Management, along with a secondary responsibility for Project Financial Tracking and Reporting.

This role is ideal for a mid-level professional (Level 2 or 3) who can work independently, manage multiple priorities, and support both ITIL-based operational processes and project financial governance.

Key Responsibilities

IT Service Management & Operations

  • Manage and coordinate Incident and Problem Management activities to ensure timely resolution and minimal business impact.
  • Perform root cause analysis (RCA) and drive corrective and preventive actions.
  • Ensure SLA adherence, service quality, and compliance with ITSM processes.
  • Support Change, Release, and Deployment coordination, including risk assessment and version control awareness.
  • Prepare and distribute incident reports, post-incident reviews, and operational status updates.
  • Actively follow up on open issues and manage escalations effectively.

Process, Governance & Tools

  • Apply ITIL best practices across Incident, Problem, Change, and Release Management.
  • Utilize ITSM tools (e.g., ServiceNow) for ticket management, reporting, and analytics.
  • Ensure compliance with change management workflows and governance standards.

Project & Stakeholder Management

  • Plan and execute small to medium-sized projects, particularly related to deployments, enhancements, or problem remediation.
  • Coordinate with cross-functional technical teams and business stakeholders.
  • Provide regular project status updates and ensure deliverables are met on time.

Financial & Budget Management

  • Track project and operational costs, budgets, and expenditures.
  • Prepare financial summaries, forecasts, budget utilization, and variance reports.
  • Validate vendor invoices and ensure financial accuracy for IT-related activities.
  • Support financial governance for IT projects and operational initiatives.

Required Skills & Qualifications

  • Proven experience managing IT operational tasks independently for several years.
  • Strong working knowledge of ITIL frameworks, especially Incident, Problem, and Change Management.
  • Hands-on experience with ITSM tools (preferably ServiceNow).
  • Excellent troubleshooting, analytical, and root cause analysis skills.
  • Good understanding of deployment coordination and release/version management practices.
  • Strong communication skills with the ability to present clear status reports and summaries.
  • Experience in project financial tracking, budgeting, and cost management.
  • Strong stakeholder management and coordination skills.

Preferred Profile

  • Level 2 or Level 3 IT operations professional.
  • Experience supporting both IT operations and project financial governance.
  • Ability to work in a fast-paced, multi-priority environment with minimal supervision.

Job Type: Full-time

Pay: RM9, RM13,000.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

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