Senior Analyst, Service Operation

EPF Malaysia; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

EPF Malaysia is seeking an IT Problem Management Senior Analyst to lead ITIL Problem Management and support incident management processes. This permanent role requires overseeing major incidents, coordinating problem diagnosis, and ensuring effective communication with stakeholders. Ideal candidates should possess a relevant degree and extensive experience in ITIL practices. If you are an analytical problem solver with strong communication skills and a desire to drive operational excellence, we encourage you to apply.

Qualifications

• Mandatory Malaysian citizen.
• Minimum 7 years strong experience in IT.
• Previous customer-facing role preferred.

Responsibilities

• Oversee ITIL Problem Management processes and major incidents.
• Coordinate root cause analysis for recurring issues.
• Communicate effectively with stakeholders and manage incident notifications.

Skills

Analytical problem-solving

Communication

Knowledge of ITIL processes

Education

Bachelor’s degree in Computer Science

Job description

JOB SUMMARY

This role is as IT Problem Management Senior Analyst who is responsible for running the ITIL Problem Management by identifying recurring issues, coordinating root cause analysis, and driving permanent resolutions. This role will also have to support the Incident Management by overseeing major incidents, ensuring timely escalation, service restoration, and effective stakeholder communication.

JOB RESPONSIBILITIES

ITIL Problem Management – DSM Roles and Responsibility (Primary Role)

• Responsible for analyzing incident trends, identifying repeat incidents and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
• works throughout the entire organization, leveraging other resources for knowledge, skills and assistance in the diagnostic process per below:

i.Coordination –understand the knowledge and skill sets throughout the organization, determine which subject matter experts to engage on a problem and be responsible for coordinating all aspects of problem diagnosis and resolution.

ii. Prepare Problem Reports and Co-Chair Service excellent management meetings

iii. Manage the Problem management forum meeting

iv. Coordinate problem Root cause analysis and permanent resolution until closure

v. Communication –maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress.

vi. Facilitation –should be a key member of any team created to manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue. This ensures a permanent solution is investigated at the same time as the incident team is trying to resolve the immediate impact.

ITIL Incident Management – DSM Roles and Responsibility (Secondary Role)

• Manage and oversee Major Incidents transitioned from N-level Support Teams to ensure efficient resolution.
• Ensure timely and accurate handling of Major Incident records from creation to closure, with complete and detailed documentation.
• Escalate to appropriate N-level Support Teams within defined timeframes to assess technical and business impact.
• Engage all relevant parties and escalate to higher technical or management levels when necessary, based on impact and recovery estimate.
• Manage incident notifications and broadcast messages in accordance with SLAs, ensuring accurate and timely updates to stakeholders.
• Oversee communication channels and ensure consistent messaging to internal and approved external stakeholders, including senior management.
• Form and lead incident response teams or management bridges to coordinate service restoration efforts.
• Ensure rapid restoration of affected services within SLA targets while minimizing business disruption.
• Confirm service availability post-restoration and validate resolution with stakeholders.
• Coordinate with the Service Desk, Incident Management, N-level Support Teams, and other key stakeholders to maintain information flow during Major Incidents.
• Maintain accurate and up-to-date documentation throughout the incident lifecycle to support related processes (Problem Management, Change Management).
• Develop and deliver training programs on incident management procedures and best practices.
• Conduct knowledge-sharing sessions with IT Line of Operations (LO), departments, and branch staff on the use of the ticketing system (Incident and Service Request).
• Perform additional duties as assigned by Management from time to time.

JOB REQUIREMENTS

• Malaysian citizen.
• Pass Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level.
• Possess a Bachelor’s degree in Computer Science, Information Technology, or an equivalent qualification in a relevant field recognized by the Government.
• A minimum of 7 years of strong experience in Information Technology or a related field especially in ITIL CSI, Incident Management, Problem Management, and Change Management, and in Enterprise level information systems.
• Strong knowledge in application, technical, network and IT Security.
• Previous work experience in a customer facing role.
• Basic understanding about the Service Desk function.
• Proven track record of communicating with internal and external senior/executive personnel.
• Experience in supporting multiple external clients across various industries.
• Experience working in teams.
• A working knowledge of the outsourcing environment and IT Industry.
• Strong analytical problem-solving skills.

JOB STATUS

Permanent

PLACEMENT

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for the interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.