Incident & Problem Manager

Working Hours : 10 am to 7 pm, work on Malaysia public holiday. Support Indonesia project.

Key Responsibilities

• Take full ownership of the Incident Management lifecycle from start to finish.
• Ensure every incident is accurately recorded, classified, prioritized, and resolved within the agreed service levels.
• Lead the response for major incidents, coordinating technical teams and keeping stakeholders and management informed throughout.
• Perform post-incident analyses and document root causes, lessons learned, and corrective actions.
• Continuously refine incident management practices and ensure all IT teams follow established procedures.
• Manage the complete Problem Management process, including conducting RCAs, analyzing trends, and developing preventive and corrective actions.
• Detect and log problems based on recurring incidents or patterns, and drive investigations to identify underlying issues.