Kerja Sepenuh Masa, Incident - Problem Management Associate di Boost Bank Federal Territory - Maukerja

The Incident & Problem Management Associate is responsible for managing and coordinating the end-to-end Incident and Problem Management processes across Boost Bank, ensuring timely incident response, escalation, service restoration and effective problem resolution.

The role serves as a central coordination point between internal technical teams, business stakeholders and external vendors for critical and high-severity incidents. It is responsible for coordinating incident investigations, reviewing Root Cause Analysis (RCA), tracking corrective and preventive actions, identifying recurring incidents and driving permanent resolutions in accordance with established ITSM procedures. The role also ensures effective incident communication, SLA monitoring, regulatory reporting coordination, vendor accountability and continuous service improvement to minimise service disruption and prevent recurring incidents.

• Managing and coordinating the response to all critical, and high severity incidents Point of Contact for internal stakeholders for all high severity Incidents
• Responsible for chairing and driving critical incident management bridges Coordinate rapid and effective response to critical Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
• Responsible for timely, clear, accurate and punctual communications to internal stakeholders in conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices
• Escalates risks and issues to Boost Digital Bank leadership team
• Responsible for effective internal and/or vendor escalation Lead and/or contribute to effective Post Incident Reviews.
• Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required
• Ensure that post incident reviews are completed, and details are smoothly handed to problem management as per the established process.
• Responsible for ensuring problems are managed throughout their lifecycle per the Problem Management process.
• Host and/or join problem review meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver eradication actions with the correct ownership.
• Reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology.
• Carry out monthly trends on ticket volumes to identify improvements and feed into Problem management.
• Produce daily and weekly and monthly incident reporting summaries Quality assurance of high severity incident tickets within Jira Service Management (JSM) across all high severity Incidents.
• Ability to work across 24/7 coverage via Out of Hours as required.
• Work closely with the ISO team to ensure security and regulatory compliance for all deployed services and solutions to ensure Boost Digital Bank is fully protected and technology is properly controlled.
• Follows established protocols to support the Business Continuity Management and or Disaster Recovery Services teams and provides Incident Management team with reports on progress; elevates concerns to Incident Management leaders.
• Execute and manage the process end to end.
• Liaising with all stakeholders internal and external group wide minimum.
• Ensure all incidents are managed in accordance with the established Incident Management Procedure, including incident classification, prioritization, escalation, communication, resolution tracking and closure.
• Coordinate P1 and P2 major incidents, including incident bridges, stakeholder communications, timely escalation and follow-up until service restoration.
• Monitor incident SLA performance, identify breaches or potential breaches, and work with relevant technical teams to improve resolution timelines.
• Coordinate Post Incident Reviews (PIR), ensure Root Cause Analysis (RCA) reports are completed within the required timelines, and track corrective and preventive actions until closure.
• Manage Problem records throughout the entire lifecycle, including investigation, RCA, Known Error identification, workaround documentation, permanent resolution, Post Implementation Verification (PIV) and closure.
• Monitor Problem Management resolution targets, ageing Problem records and overdue corrective actions, ensuring timely escalation of at-risk or breached resolution targets and Problems remaining open beyond 90 days without approved deferment or risk acceptance, in accordance with the established Problem Management Procedure.
• Analyze recurring incidents, historical problem records and incident trends to identify opportunities for permanent fixes and reduction of recurring operational issues.
• Work closely with internal technical teams and vendors to ensure permanent resolutions are implemented, validated and supported by appropriate evidence.
• Prepare incident-related regulatory reporting information, including ORMS drafts, for review by the Head of ITSM & IT Operations before submission through the established approval process.
• Maintain accurate Incident and Problem records in Jira Service Management (JSM), ensuring mandatory information, timelines, RCA, action owners and supporting evidence are properly documented.
• Prepare regular Incident and Problem Management reports covering SLA performance, recurring incidents, ageing tickets, outstanding corrective actions, major incidents and service improvement initiatives.
• Identify opportunities to improve Incident and Problem Management processes through automation, AI-assisted analysis, proactive monitoring insights and reduction of repetitive manual activities.
• Support out-of-hours major incident coordination and escalation when required, in accordance with the established on-call arrangements.
• Coordinate vendor-related incidents and escalations, working closely with internal technical teams and external vendors to drive timely investigation, service restoration, resolution and follow-up in accordance with the established Incident Management Procedure.
• Act as the central coordination point between internal technical teams, business stakeholders and external vendors during incidents, particularly for critical and high-severity incidents.
• Monitor vendor incident response and resolution against agreed SLAs, ensuring delays, breaches and recurring issues are escalated to the relevant stakeholders and management.
• Review vendor Root Cause Analysis (RCA) reports to ensure the root cause, incident timeline, impact, contributing factors, corrective actions and preventive measures are clearly documented and supported by technical evidence.
• Challenge incomplete or insufficient vendor RCA findings and follow up with vendors until an acceptable RCA and corrective action plan are provided.
• Track vendor-related Problem records, recurring incidents, workarounds and permanent fixes, ensuring corrective actions are implemented within agreed timelines.
• Coordinate with vendors and internal technical teams to validate permanent fixes, including testing, deployment verification and Post Implementation Verification (PIV), before recommending Problem closure.
• Identify recurring vendor-related incidents and service weaknesses, and recommend improvements to monitoring, alerting, incident handling and operational controls.
• Participate in vendor service review meetings to discuss incident trends, SLA performance, outstanding problems, recurring issues and corrective action progress.
• Maintain accurate vendor incident and problem records in Jira Service Management (JSM), including escalation history, RCA reports, action owners, target dates and supporting evidence.

Job Requirements & Criteria:

• A Degree or Diploma in Computer Science or related.
• Minimum 5 years in incident, problem and change management from a reputable organization.
• ITIL Foundation certification (ITIL 4 or equivalent) with a strong understanding of Incident and Problem Management best practices.
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
• Good understanding of Change Management, Release Management, Availability Management and Capacity Management, particularly their dependencies with Incident and Problem Management processes.
• Ability to analyze problems, propose solution options structure solution plans.
• Have Project Management, Service Implementation and Service Transition.
• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy
• Hands-on experience using ITSM tools such as Jira Service Management.
• Strong knowledge of Incident Management, Problem Management, RCA, Known Error Management and ITIL practices.
• Experience coordinating major incidents, technical teams and third-party vendors.
• Strong analytical, stakeholder communication, reporting and service improvement skills.