Problem Manager

Minor Hotels Europe and Americas

Problem Manager ensuring effective incident management and continuous improvement at Allianz Technology. Focusing on RCA for incidents and managing ITSM processes for better business operations.

Posted 4/20/2026full-timeKuala Lumpur • 🇲🇾 MalaysiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Caring for employees’ ambitions, dreams, and challenges
Empowered work environment
Equal opportunities for all

ATS Keywords

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Applicant Tracking System Keywords

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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