Incident & Problem Management Lead

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

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.