Incident and Problem Management Support
Encora · Kuala Lumpur
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.