Contract Incident & Problem Manager (Supporting Thai Region) Jobs, Salary up to MYR 13,200 in Agensi Pekerjaan Ideal Reliance WP Kuala Lumpur - Maukerja

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• ITIL Foundation certification required; ITIL Intermediate/Expert is a plus.

• 3–5+ years of experience in ITSM roles, with a focus on incident and/or problem management.

• Experience managing major incidents in a high-pressure, 24x7 enterprise IT environment.

• Strong analytical and troubleshooting skills.

• Excellent communication and stakeholder management skills.
  

Additional Details:

• Salary Range: Up to RM13,200/month.

• Contract Duration: 12 Months (with potential of extension/conversion).

• Location: Jalan Tun Sambathan, Kuala Lumpur.

• Working Hour: Monday to Friday, 40 hours spread over 5 working days (Work on shift when required).

• Able to support Thailand Business hours

• Will observe Thailand Public Holiday

1. Incident Management

• Own and manage the end-to-end Incident Management process.

• Ensure all incidents are logged, categorized, prioritized, and resolved within agreed SLAs.

• Coordinate and lead major incident resolution efforts, including communication with stakeholders and executive management.

• Conduct post-incident reviews (PIRs) and ensure documentation of root causes and actions taken.

• Improve incident handling procedures and ensure adherence to them across IT teams.

• Provide support for emergency change approvals outside normal business hours.

2. Problem Management

• Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning.

• Identify, log, and investigate problems based on incident trends and recurring issues.

• Facilitate and lead problem review meetings, coordinating across teams to ensure timely resolution.

• Maintain the Known Error Database (KEDB) and ensure workarounds are documented and communicated.

• Work proactively to prevent future incidents by identifying potential issues and mitigating them.

3. Reporting and Continuous Improvement

• Produce regular reports on incident and problem trends, root causes, and performance against SLAs.

• Recommend and drive service improvement initiatives.

• Liaise with Change, Release, and Configuration Management to ensure problem records are linked appropriately.

• Train and guide IT staff on incident and problem management processes and best practices.

• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• EPF
• EIS
• Medical Insurance
• 5 Working Days