Problem Management Manager | Kuala Lumpur, MY

Hong Leong Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Problem Manager to lead technical investigations, manage a team, and refine problem management processes using automation and AI. The ideal candidate will possess a strong technical background, excellent leadership skills, and proficiency in root cause analysis, aiming to enhance efficiency within the organization.

Qualifications

• Strong technical background in Network Engineering, System Administration, or Cloud Technologies.
• Experience managing and developing technical teams.
• Familiarity with ITIL frameworks, especially in Problem Management.

Responsibilities

• Lead the Problem Management Process and oversee problem lifecycle.
• Conduct Root Cause Analysis for major incidents.
• Drive Automation and AI for better problem detection.

Skills

Proven Troubleshooting Skills

Root Cause Analysis Expertise

Strong Leadership & Communication

Analytical & Reporting Skills

Automation & AI Understanding

Education

Diploma or Degree in Information Technology

Tools

Monitoring Tools

Job description

If you are looking to excel and make a difference, take a closer look at us...

As the Problem Manager, you will be a critical leader responsible for proactively minimizing the impact of IT incidents by identifying and resolving their underlying causes. You will lead a team of problem analysts, driving the Problem Management process with a strong technical acumen. This role involves in-depth technical investigation, strategic problem-solving, and the identification of opportunities to leverage automation and AI-driven solutions to enhance the efficiency and effectiveness of the Problem Management function. You will also be responsible for leading and mentoring a technical team.

Responsibilities:

• Lead the Problem Management Process: Oversee the entire problem lifecycle from identification to resolution, ensuring adherence to processes and service level agreements (SLAs).
• Provide Technical Leadership: Guide the team through complex technical investigations and root cause analysis, enhancing their troubleshooting skills.
• Conduct Root Cause Analysis: Actively participate in and lead in-depth root cause analysis for recurring or major incidents using various diagnostic tools.
• Proactively Identify Problems: Analyze incident data and alerts to spot trends and prevent future issues.
• Drive Automation & AI: Identify and implement opportunities to automate repetitive tasks and explore AI/ML applications for better problem detection and analysis.
• Collaborate Across Teams: Work closely with development, infrastructure, and security teams to resolve problems and implement preventative actions.
• Manage Knowledge: Ensure all problem investigation and resolution knowledge is documented and shared to improve future incident handling.
• Track Performance: Define and monitor key performance indicators (KPIs) for the Problem Management process, reporting progress to leadership.
• Implement Preventative Actions: Work with technical team and track permanent fixes based on root cause analysis.
• Communicate Effectively: Keep stakeholders informed on problem status, resolutions, and preventative measures.
• Improve Processes: Continuously refine the Problem Management process, integrating automation and AI where beneficial.
• Develop the Team: Recruit, manage, and grow the problem management team, fostering a high-performing environment.

Requirements:

• Strong Technical Background: Proven expertise in areas like Network Engineering, System Administration (Windows/Linux), Application Development (specific languages), Database Administration, or Cloud Technologies.
• Proven Troubleshooting Skills: Experience leading technical investigations and resolving complex IT issues.
• Root Cause Analysis Expertise: Familiarity with methodologies like 5 Whys, Fishbone Diagram, or Kepner-Tregoe.
• Monitoring Tools Knowledge: Experience with system monitoring tools and alert analysis.
• Automation & AI Understanding: Awareness of automation and AI principles and their potential in IT operations.
• ITIL Framework Knowledge: Solid understanding of ITIL frameworks, especially Problem Management.
• Strong Leadership & Communication: Excellent problem-solving, decision-making, leadership, and communication skills.
• Team Management: Experience managing and developing technical teams.
• Analytical & Reporting Skills: Ability to analyze data, derive insights, and present information clearly (e.g., Excel reports, PowerPoint presentations).
• Education: Diploma or Degree in Information Technology or a related field, along with relevant certifications.

What's next :

• Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

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.

Realise your full potential at Hong Leong Bank by applying now.

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