Encora10

Incident and Problem Management Support

Kuala Lumpur

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hirly's read of this role

Seniority: Mid level
Country: MY
Work mode: On-site / unstated
First seen by hirly: 4 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

Incidents & Problem Management
ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.
Troubleshooting & Root Cause Analysis: Ability to analyze incidents, identify patterns, and assist in problem resolution.
Deployment & Release Coordination: Understanding of deployment processes & version control
Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary.
Clear Reporting: Prepares status updates and post-incident reports.
Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs.
Documentation Skills: Familiar with ITSM tools (e.g., ServiceNow).
Change Management Awareness: Understands risk assessment and approval workflows for deployments.

Product Management
1. Product Backlog Management & Execution
Manages the product backlog & translates business requirements into functional and system requirements for IT solutions
Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment
Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements
Acts as a subject matter expert in business processes and supporting IT solutions
Collaborates and influences multiple stakeholders (business, IT teams, third party vendors, Group IT) throughout the product lifecycle

Project Management
1. Project Planning & Execution
Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
2. Stakeholder Engagement
Strong communication and coordination across technical teams, vendors, and business units.
3. Financial Reporting & Forecasting
Generates cost summaries and budget utilization reports for management.
Supports budgeting for deployment activities and problem resolution initiatives.

Original posting on Encora10's site ↗

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