Incident and Problem Manager

Srpailabs.com; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Jora Malaysia is seeking an experienced Incident and Problem Manager to oversee the end-to-end IT incident and problem lifecycle within Enterprise Service Management. You will drive proactive problem resolution, oversee service continuity, and coordinate with global teams during major incidents.

The role requires extensive ITSM experience, strong problem-solving and communication skills, and familiarity with cloud-native monitoring tools. On-site in Sentul, KL.

Qualifications

• 15+ years in IT Service Management within an MNC.
• Expertise in ITIL frameworks, COBIT standards.
• Strong problem-solving and communication skills.
• Familiarity with cloud native monitoring tools.
• Experience managing escalations and coordinating global teams.

Responsibilities

• Lead incident detection, assessment, resolution, and communication.
• Conduct root cause analysis and corrective action planning.
• Implement process improvements.
• Manage cross-functional teams during major incidents.
• Provide detailed incident reports and metrics.

Skills

ITSM experience

ITIL

COBIT

Problem-solving

Communication

Cloud monitoring

Escalation management

Global teams

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.

Job Title: Incident and Problem Manager

Location: Sentul, KL

Job Description:

Manage end-to-end IT incident and problem lifecycle within Enterprise Service Management. Oversee service continuity and drive proactive problem resolution.

Responsibilities:

• Lead incident detection, assessment, resolution, and communication
• Conduct root cause analysis and corrective action planning
• Implement process improvements
• Manage cross-functional teams during major incidents
• Provide detailed incident reports and metrics

Requirements:

• 15+ years in IT Service Management within an MNC
• Expertise in ITIL frameworks, COBIT standards
• Strong problem-solving and communication skills
• Familiarity with cloud native monitoring tools
• Experience managing escalations and coordinating global teams