Encora10
Incident and Problem Management Support
Kuala Lumpur
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- Seniority
- Mid level
- Work mode
- On-site / unstated
- First seen by hirly
- 4 Sept 2026
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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.
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