IT Incident & Problem Manager

Comet Group; Penang; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Profit sharing

Flexible working options

Meal allowances

Transport allowances

Job summary

Comet Group in Penang, Malaysia invites an IT Incident & Problem Manager to lead major IT incidents, coordinate cross-functional teams, and drive RCA initiatives for production stability.

You will own governance, reporting, and KPI dashboards while ensuring timely communication to executives and stakeholders. A strong ITIL background and a degree in CS/IS are required.

Qualifications

• 5+ years of ITIL operations experience, including Incident, Problem, and Change Management.
• Strong expertise in Major Incident Management, service restoration, root cause analysis, and problem resolution.
• Experience managing cross-functional technical teams and coordinating responses in high-pressure production environments.
• Excellent stakeholder management, communication, and reporting, with executive updates and KPI reporting.
• Bachelor's degree in Computer Science or Information Systems with focus on production stability.

Responsibilities

• Lead and coordinate major IT incidents, driving rapid service restoration while minimizing business impact and meeting SLA/OLA targets.
• Act as the central communication point during critical incidents, providing timely updates to stakeholders and leadership.
• Own incident management governance, reporting, KPI dashboards, and trend analysis to improve service performance.
• Conduct and drive root cause investigations (RCA) for major and recurring incidents, ensuring problems are identified and addressed permanently.
• Proactively analyze incident trends, collaborate with technical teams on long-term fixes, and reduce recurring outages through continuous improvement.

Skills

ITIL processes

Major Incident Management

Root Cause Analysis

Stakeholder Management

Executive Reporting

Education

BSc Computer Science / Information Systems

Job description

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To complement our team, we are looking for a customer- and teamoriented individual for our division Plasma Control Technologies at the Penangsite as a

IT Incident & Problem Manager

For over 75 years, we have been following our curiosity. It drives us and has made Comet a leading Swiss technology company worldwide. Curiosity and the spirit of research have allowed us to become and remain innovative. For a better and sustainable world.

We develop and produce innovative high-tech components and systems based on X-ray and radio-frequency technology. Our developments make an important contribution to safer, more efficient and more sustainable production, mobility and communication.

In the Plasma Control Technologies (PCT) division, we manufacture specialized components that are required for the precise control of plasma processes and are used in the production of memory chips or touch screens for sensors, smartphones or tablets.

What You Will Do

• Lead and coordinate major IT incidents, driving rapid service restoration while minimizing business impact and meeting SLA/OLA targets.


• Act as the central communication point during critical incidents, providing timely updates to stakeholders and leadership.


• Own incident management governance, reporting, KPI dashboards, and trend analysis to improve service performance and operational visibility.


• Conduct and drive root cause investigations (RCA) for major and recurring incidents, ensuring problems are identified and addressed permanently.


• Proactively analyze incident trends, collaborate with technical teams on long-term fixes, and reduce recurring outages through continuous improvement.

What You Will Bring

• 5+ years of hands-on ITIL operations experience, including Incident, Problem, and Change Management processes.


• Strong expertise in Major Incident Management, service restoration, root cause analysis, and problem resolution.


• Experience managing cross-functional technical teams and coordinating responses in high-pressure production environments.


• Excellent stakeholder management, communication, and reporting skills, including executive-level updates and KPI reporting.


• Bachelor's degree in Computer Science, Information Systems, or equivalent technical experience, with a strong focus on production stability and operational excellence.

Why join us? Break new ground with us:

• Work on innovative solutions for global technical challenges


• Benefit from flexible working options


• Take part in Comet’s success through profit sharing


• Work with international colleagues and grow as a team


• Enjoy our diverse educational and career opportunities


• Access a wide range of benefits including allowances for meals, transport, tolls, mobile, and car loan interest


• Benefit from Flexi Benefits for health checks, dental and optical care, plus comprehensive medical insurance coverage