Problem Manager
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Kuala Lumpur • Malaysia
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Tech Stack
About the role
- Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning
- Identify, log, and investigate problems based on incident trends and recurring issues
- Facilitate and lead problem review meetings, coordinating across teams to ensure timely resolution
- Maintain the Known Error Database (KEDB) and ensure workarounds are documented and communicated
- Work proactively to prevent future incidents by identifying potential issues and mitigating them
- Ensure all incidents are logged, categorized, prioritized, and resolved within agreed SLAs
- Coordinate and lead major incident resolution efforts, including communication with stakeholders and executive management
- Conduct post-incident reviews (PIRs) and ensure documentation of root causes and actions taken
- Produce regular reports on incident and problem trends, root causes, and performance against SLAs
- Recommend and drive service improvement initiatives
- Liaise with Change, Release, and Configuration Management to ensure problem records are linked appropriately
- Train and guide IT staff on incident and problem management processes and best practices.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- ITIL Foundation certification required; ITIL Intermediate/Expert is a plus
- 3–5+ years of experience in ITSM roles, with a focus on incident and/or problem management
- Experience managing major incidents in a high-pressure, 24x7 enterprise IT environment
- Strong analytical and troubleshooting skills
- Excellent communication and stakeholder management skills
- Work on shift when required
- Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)
- Experience in enterprise-level IT environments, especially in regulated industries (e.g., finance, healthcare)
- Understanding of SLAs, OLAs, and service reporting
- Fluent in English & Bahasa Melayu.
Benefits
- Caring for employees’ ambitions, dreams, and challenges
- Empowered work environment
- Equal opportunities for all
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysistrend analysiscorrective action planningpreventive action planningincident managementproblem managementservice improvementpost-incident reviewsservice reportinganalytical skills
Soft Skills
communication skillsstakeholder managementleadershipproblem-solvingteam coordinationtrainingguidanceproactive approachorganizational skillstime management
Certifications
ITIL FoundationITIL IntermediateITIL Expert