Incident & Problem Management Support Executive

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

Incident & Problem Management Support Executive

About the job Incident & Problem Management Support Executive

Job Responsibilities:

• Manage incidents, problems, and service requests in accordance with ITIL processes 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 and version control.


• Manage product backlog and translate business requirements into functional/system requirements.


• Coordinate SIT, UAT, and ORT activities to ensure successful solution delivery.


• Collaborate with business users, IT teams, and vendors throughout the project and product lifecycle.


• Support small to medium-sized IT projects, including planning, tracking, reporting, and stakeholder coordination.


• Prepare status updates, incident reports, and budget/utilization reports when required.

Job Requirements:

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


• Minimum 3 years of experience in IT Service Delivery, Product Management, or related roles.


• Familiar with ITIL processes, especially Incident, Problem, and Change Management.


• Experience with ITSM tools such as ServiceNow.


• Strong troubleshooting, analytical, and stakeholder management skills.


• Experience in deployment coordination, backlog management, and requirement gathering.


• Exposure to Agile environments, SIT/UAT processes, and project coordination.


• Good communication, documentation, and follow-up skills.