Incident and Problem Manager

Niaga Prestasi; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Niaga Prestasi is seeking an Incident and Problem Manager to oversee end-to-end IT incident and problem lifecycle at our Sentul, KL site. This permanent role requires driving service continuity and proactive problem resolution across enterprise platforms.

You will lead incident detection, root-cause analysis, and cross-functional collaboration with global teams, delivering timely communications and action plans to prevent recurrence.

Qualifications

• 15+ years in IT Service Management.
• Expertise in ITIL frameworks and 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

ITIL

COBIT

Stakeholder comms

Problem solving

Escalation management

Cloud monitoring

Global teams coordination

Cross-functional leadership

Communication

Tools

Cloud monitoring tools

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

Job Type: Permanent
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