Incident and Problem Manager

IT Business Solutions; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Maternity leave

Opportunities for promotion

Parental leave

Job summary

IT Business Solutions in Malaysia is seeking an experienced ITSM professional to manage end-to-end incident and problem management. You will handle major incidents in a 24x7 enterprise IT environment and coordinate cross-functional resolution with stakeholders.

The role requires a strong analytical mindset, excellent communication, and the ability to work shifts to support Malaysia business hours and public holidays.

Qualifications

• 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
• Able to support Malaysia Business hours
• Will observe Malaysia Public Holiday

Responsibilities

• 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.
• Provide support for emergency change approvals outside normal business hours.
• 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.
• 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.

Skills

Incident management

Problem management

Communication

Stakeholder management

Analytical skills

Troubleshooting

Shift work

Education

Bachelor’s degree in Information Technology or Computer Science

ITIL Foundation certification

Tools

ITIL Foundation

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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

Able to support Malaysia Business hours

Will observe Malaysia Public Holiday

Requirement

• 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


• Able to support Malaysia Business hours


• Will observe Malaysia Public Holiday

Responsibility

• 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.


• Provide support for emergency change approvals outside normal business hours.


• 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.


• 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.

Benefits

• Health insurance


• Maternity leave


• Opportunities for promotion


• Parental leave

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