EN
EncoraIncident and Problem Management Support
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Before you apply
LocationKuala Lumpur
Work modeon-site
SeniorityMid
DepartmentMalaysia Team
Company size5,001–10,000 people
PostedJun 22, 2026 · 4mo ago
Verified live22h ago
At a glanceSummarised by Seekless from the posting.
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 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.
Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
Strong communication and coordination across technical teams, vendors, and business units.
Generates cost summaries and budget utilization reports for management.
Supports budgeting for deployment activities and problem resolution initiatives.
Skills
ServiceNow
ITIL
Requirements
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.
Responsibilities
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.