Incident & Problem Management Lead

Agensi Pekerjaan Orgscale Recruitment Sdn Bhd; India; Remote; INR 1,200,000 - 2,000,000; Full time

Job summary

Agensi Pekerjaan Orgscale Recruitment Sdn Bhd is seeking an experienced Incident and Problem Manager to own the end-to-end lifecycle of incidents, from creation to post-incident review. You will drive RCA, ensure timely resolutions, and escalate learning points to reduce recurrence.

You'll review report quality, manage a duty team, and collaborate with engineering and senior stakeholders to improve processes and governance. Strong ITIL/ITSM knowledge and clear English reporting are essential.

Qualifications

• 4+ years in incident, problem or service management with RCA/post-incident review experience.
• Strong knowledge of ITIL/ITSM and related governance.
• Proven ability to drive accountability with engineering and senior stakeholders.
• Excellent written English for reporting and communication.
• Able to question technical answers and drive improvements.

Responsibilities

• Own incident reports from creation to approval.
• Review report quality: classification, timeline, impact, resolution, RCA and lessons learnt.
• Drive accountability for RCA, resolution, learning points and mitigation within SLA.
• Track mitigation actions to completion and close overdue items.
• Design and run the problem management process and know-issue tracking.
• Publish regular trend summaries and monthly metrics for management.
• Improve the framework, taxonomy and templates based on trends.
• Coach the duty team on incident report quality and support P0/P1 incidents

Skills

ITIL / ITSM knowledge

Incident vs problem management

RCA methods

Stakeholder management

English writing and reporting

Process improvement

Ability to challenge technical answers

Education

ITIL certification

Tools

PagerDuty

Rootly

Ticketing systems

API integration

Cloud services

Data analysis

Job description

Responsibilities

• Own incident reports from creation to approval.
• Review report quality: classification, timeline, business impact, resolution, RCA and lesson learnt.
• Hold and drive PICs accountable for RCA, resolution, learning points and mitigation plan within agreed SLA.
• Track mitigation actions to completion and escape overdue items.
• Design and run the problem management process: recurring-incident identification, know-issue tracking, preventive action governance.
• Maintain the learning log, publish regular trend summaries, run the weekly incident review and prepare monthly metrics for management
• Improve the framework, taxonomy and report templates based on trends.
• Coach the duty team on incident report quality and support P0/P1 incidents as needed

Requirements

Must have

• 4+ years in incident, problem or service management, technical operations, including 2+ years running RCA or post-incident review.
• Strong knowledge of ITIL/ITSM, incident vs problem management, RCA methods
• Proven ability to drive accountability with engineering and senior stakeholders
• Clear, concise English writing and reporting.
• Able to challenge technical answers and ask the right follow-up questions.
• Experience building or improving processes, not only following them.

Nice to have

• iGaming, fintech or payments experience.
• Experience with Rootly, PagerDuty, ticketing systems or similar tools.
• Basic API integration, cloud services and data analysis skills
• ITIL certification