Problem Management Intern: ITSM Root-Cause Explorer

Hong Leong Bank Berhad; Selangor; On-site; Full time

Job description

About The Role

We are looking for a highly motivated and technically curious

Define your future at Hong Leong Bank

About The Role

We are looking for a highly motivated and technically curious Problem Management Intern to join our IT Service Management (ITSM) team. In this role, you will gain hands-on exposure to the core of enterprise IT operations, specifically within the domain of Problem Management.

This is a technically demanding and highly rewarding internship where you will be actively involved in end-to-end problem investigations. You will gain a macro and micro view of enterprise technology, tracing issues from the front-end application layer all the way through to backend components. If you are a self-starter eager to understand how cool IT environments operate, this is the perfect opportunity for you.

What You Will Learn & Be Exposed To

• Infrastructure & Platforms: Wintel, Unix, AS400, Data Centers.
• Architecture: Middleware, dependency applications, networks, databases, and storage.
• Resiliency & Security: High Availability (HA), Disaster Recovery (DR), and enterprise security protocols.
• ITSM Frameworks: Incident Management, Problem and Change Management.

Key Responsibilities

• Problem Investigation: Collaborate and coordinate with respective technical teams and business stakeholders to conduct deep-dive root cause analyses of IT problems.
• Action Tracking: Follow up on Corrective and Preventative Actions (CAPA) to ensure system vulnerabilities and recurring incidents are permanently resolved.
• Documentation: Maintain clear, accurate, and up-to-date problem tracker documentation throughout the lifecycle of an investigation.
• Governance Reporting: Assist in preparing governance reports and metrics to track the health and effectiveness of the Problem Management process.

Requirements & Qualifications

• Education: Currently pursuing or recently completed a Bachelor’s Degree in Information Technology, Computer Science, Software Engineering, or an equivalent technical field.
• Availability: Must be able to commit to a minimum internship tenure of 6 months and work entirely on-site (WFO).
• Technical Aptitude: Tech-savvy with a basic understanding of enterprise IT environments (e.g., networking, servers, databases, or application architecture).
• Soft Skills: Strong verbal and written communication skills, with the ability to manage and engage effectively with various technical and non-technical stakeholders.
• Work Ethic: A highly independent self-starter who is proactive, analytical, and eager to learn.
• Bonus/Advantage: Basic knowledge or certification in the ITIL framework will be considered a strong advantage.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.