Lead Analyst, Cloud Application Transformation-Incidents & Problem Management

AIA Digital+; Kuala Lumpur; On-site; MYR 60,000 - 85,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking an experienced IT professional skilled in ITIL processes including Incident Management and Problem Management. The role encompasses managing product backlogs, ensuring adherence to SLAs, and leading project execution. Successful candidates will demonstrate strong communication, project management skills, and familiarity with ITSM tools like ServiceNow. This position requires collaboration with multiple stakeholders to ensure effective service delivery and compliance with organizational standards.

Qualifications

• Demonstrated experience with ITIL processes including Incident, Problem, and Change Management.
• Proven track record in managing product backlogs and translating business requirements for IT solutions.
• Experience with project planning and execution, particularly in tech-related deployments.

Responsibilities

• Oversee implementation of ITIL processes related to incident and problem management.
• Prepare status updates and post-incident reports for stakeholders.
• Manage small to medium-sized projects ensuring successful execution and stakeholder engagement.

Skills

Familiarity with ITIL processes

Ability to analyze incidents

Understanding of deployment processes

Documentation skills

Strong communication skills

Tools

ITSM tools (e.g., ServiceNow)

Job description

ITIL Processes

• Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.


• Ability to analyze incidents, identify patterns, and assist in problem resolution.

Deployment & Release Coordination

• Understanding of deployment processes & version control


• Proactive in chasing pending actions and escalating when necessary.

Clear Reporting

• Prepares status updates and post-incident reports.

Adherence to SLAs & Compliance

• Ensures timely follow-ups and closure of incidents/problems within agreed SLAs.

Documentation Skills

• Familiar with ITSM tools (e.g., ServiceNow).


• Understands risk assessment and approval workflows for deployments.

Product Management

• Manages the product backlog & translates business requirements into functional and system requirements for IT solutions


• Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment


• Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements


• Acts as a subject matter expert in business processes and supporting IT solutions


• Collaborates and influences multiple stakeholders (business, IT teams, third‑party vendors, Group IT) throughout the product lifecycle

Project Management

• Project Planning & Execution
  
  
  
  • Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
  
  
  
  


• Stakeholder Engagement
  
  
  
  • Strong communication and coordination across technical teams, vendors, and business units.
  
  
  • Generates cost summaries and budget utilization reports for management.
  
  
  • Supports budgeting for deployment activities and problem resolution initiatives.