Incident & Problem Management Lead — ITSM & Agile

Agensi Pekerjaan Penta Consultancy Sdn. Bhd; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Agensi Pekerjaan Penta Consultancy Sdn. Bhd. is seeking an Incident & Problem Management Support Executive to manage incidents, problems and service requests in line with ITIL and SLA requirements.

You will coordinate with internal teams and vendors to troubleshoot and resolve issues. The role also covers deployment, release and change management, backlog management, and stakeholder reporting across IT projects.

Qualifications

• Bachelor's degree in IT, computer science or related field
• Proven experience in IT Service Delivery or product management
• Familiar with ITIL processes including Incident, Problem and Change Management
• Experience with ITSM tools such as ServiceNow
• Strong troubleshooting, analytical and stakeholder management skills
• Exposure to Agile environments and SIT/UAT processes
• Good communication, documentation and follow-up skills

Responsibilities

• Manage incidents, problems and service requests per ITIL and SLA requirements
• Perform troubleshooting, root cause analysis and coordinate issue resolution with internal teams and vendors
• Support deployment, release and change management activities including risk assessment
• Manage product backlog and translate business requirements into functional requirements
• Coordinate SIT, UAT and ORT activities to ensure successful solution delivery
• Collaborate with business users, IT teams and vendors throughout the project lifecycle
• Support small to medium IT projects with planning, tracking and reporting
• Prepare status updates, incident reports and budget/utilization reports as required

Skills

ITIL processes

Root cause analysis

Stakeholder management

SIT/UAT processes

Agile environment exposure

Project coordination

Troubleshooting

Communication skills

Education

Bachelor's Degree in IT, Computer Science, or related field

Tools

ServiceNow

Job description

Agensi Pekerjaan Penta Consultancy Sdn. Bhd. is seeking an Incident & Problem Management Support Executive to manage incidents, problems and service requests in line with ITIL and SLA requirements.

You will coordinate with internal teams and vendors to troubleshoot and resolve issues. The role also covers deployment, release and change management, backlog management, and stakeholder reporting across IT projects.