Incident & Problem Management Associate

Boost Holdings Sdn Bhd; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Boost Bank is seeking an Incident & Problem Management Associate to coordinate end-to-end Incident and Problem Management across the organisation. You will act as the central point between internal technical teams, business stakeholders and external vendors, leading critical incident response and root cause analysis.

The role involves monitoring SLAs, regulatory reporting, service improvement, and on-call major incident coordination.

Qualifications

• Degree or Diploma in Computer Science or related discipline.
• At least 5 years of experience in Incident, Problem and Change Management.
• ITIL Foundation certification (ITIL 4 or equivalent).
• Strong knowledge of Incident Management, Problem Management, Root Cause Analysis, Known Error management and ITIL practices.
• Hands-on experience with ITSM tools such as Jira Service Management.
• Experience coordinating major incidents, technical teams, internal stakeholders and third-party vendors.
• Good understanding of Change, Release, Availability and Capacity Management and their dependencies with Incident and Problem Management.
• Strong analytical, reporting, stakeholder communication and service improvement skills.
• Ability to analyse problems, propose solution options and structure solution plans.
• Experience in Project Management, Service Implementation and Service Transition.
• Ability to build cooperative working relationships with stakeholders at all levels and manage multiple changing priorities.
• A self-starting and collaborative approach, with the confidence to operate autonomously in a fast-paced technology environment.

Responsibilities

• Coordinate responses to critical and high-severity incidents (P1 and P2) with stakeholders.
• Act as the primary contact for internal stakeholders, business teams, technical teams and external vendors during major incidents.
• Ensure incident classification, prioritisation, escalation, communication, resolution tracking and closure.
• Monitor incident SLA performance and drive resolution improvements with technical teams and vendors.
• Coordinate Post Incident Reviews, ensure RCA reports are completed on time, and track corrective actions.
• Manage Problem records throughout their lifecycle, including investigation, RCA, Known Error and workaround documentation.
• Monitor Problem Management targets, ageing records and overdue actions, escalating at-risk items.
• Analyse recurring incidents and trends to identify permanent fixes.
• Review vendor RCA reports and follow up until acceptable corrective actions.
• Prepare incident-related regulatory reporting information and support ISO/regulatory compliance.
• Support Business Continuity and Disaster Recovery teams and identify automation opportunities.

Skills

Incident management

Problem management

Stakeholder communication

Analytical thinking

Service improvement

Education

Degree/Diploma in CS or related

Tools

Jira Service Management

Job description

Join Boost Bank as an Incident & Problem Management Associate and coordinate end-to-end Incident and Problem Management processes across the organisation. Acting as the central coordination point between internal technical teams, business stakeholders and external vendors, you will lead critical and high-severity incident response, service restoration, root cause analysis and permanent resolution activities. You will also support regulatory reporting, SLA monitoring, vendor accountability, service improvement and effective technology controls, including out-of-hours major incident coordination when required.

Key responsibilities

Manage and coordinate responses to critical and high-severity incidents, including P1 and P2 incident bridges, escalation, stakeholder communications, workarounds, resolution tracking and closure.

Act as the primary point of contact for internal stakeholders, business teams, technical teams and external vendors during major incidents.

Ensure incident classification, prioritisation, escalation, communication, resolution tracking and closure comply with established Incident Management procedures.

Monitor incident SLA performance, identify actual or potential breaches, and work with technical teams and vendors to improve resolution timelines.

Coordinate Post Incident Reviews, ensure Root Cause Analysis reports are completed on time, and track corrective and preventive actions through to closure.

Manage Problem records throughout their lifecycle, including investigation, root cause analysis, Known Error identification, workaround documentation, permanent resolution, Post Implementation Verification and closure.

Monitor Problem Management targets, ageing records and overdue actions, escalating at-risk or breached targets and Problems open beyond 90 days without approved deferment or risk acceptance.

Analyse recurring incidents, historical Problems and incident trends to identify permanent fixes and opportunities to reduce recurring operational issues.

Review vendor RCA reports, challenge incomplete findings, and follow up until acceptable root cause and corrective action plans are provided.

Coordinate with vendors and internal technical teams to validate permanent fixes through testing, deployment verification and Post Implementation Verification.

Prepare daily, weekly and monthly Incident and Problem Management reports covering SLA performance, recurring incidents, ageing tickets, outstanding actions, major incidents and service improvement initiatives.

Maintain accurate incident, Problem and vendor records in Jira Service Management, including timelines, escalation history, RCA reports, action owners, target dates and supporting evidence.

Prepare incident-related regulatory reporting information, including ORMS drafts, for review and submission through the established approval process.

Work closely with the ISO team to support security and regulatory compliance for deployed services and solutions.

Support Business Continuity Management and Disaster Recovery Services teams by following established protocols and reporting progress or concerns.

Identify opportunities to improve Incident and Problem Management through automation, AI-assisted analysis, proactive monitoring and reduced manual activity.

Participate in vendor service review meetings covering incident trends, SLA performance, outstanding Problems, recurring issues and corrective action progress.

Support out-of-hours major incident coordination and escalation in accordance with established on-call arrangements.

What we're looking for

A Degree or Diploma in Computer Science or a related discipline.

At least 5 years of experience in Incident, Problem and Change Management within an established organisation.

ITIL Foundation certification, such as ITIL 4 or an equivalent qualification.

Strong knowledge of Incident Management, Problem Management, Root Cause Analysis, Known Error Management and ITIL practices.

Hands-on experience with ITSM tools such as Jira Service Management.

Experience coordinating major incidents, technical teams, internal stakeholders and third-party vendors.

Good understanding of Change, Release, Availability and Capacity Management and their dependencies with Incident and Problem Management.

Strong analytical, reporting, stakeholder communication and service improvement skills.

Ability to analyse problems, propose solution options and structure solution plans.

Experience in Project Management, Service Implementation and Service Transition.

Ability to build cooperative working relationships with stakeholders at all levels and manage multiple changing priorities.

A self-starting and collaborative approach, with the confidence to operate autonomously in a fast-paced technology environment.