Hays Recruitment Hiring! Full Time Incident - Problem Management, Manager in WP Kuala Lumpur - Ricebowl

Your new company

An established and reputable multinational life insurance provider in Malaysia, known for its strong market presence, customer-centric approach, and commitment to financial protection and long-term value creation.

Your new role

• Lead end-to-end Incident & Major Incident Management, ensuring rapid service restoration, SLA compliance, and clear stakeholder communication.
• Drive Problem Management through root cause analysis, trend reviews, and implementation of permanent fixes to minimize recurring incidents.
• Govern and continuously improve ITSM processes (ITIL-based), including policy enforcement, reporting, and audit readiness.
• Act as the central escalation point for critical incidents, managing communications across business, vendors, and leadership.
• Promote operational excellence initiatives such as shift-left strategies, AIOps adoption, and knowledge management improvements.

What you'll need to succeed

• 10+ years in IT Service Management with deep expertise in Incident & Problem Management, including 5+ years in leadership roles.
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow) and solid understanding of ITIL practices.
• Proven ability to manage 24x7 operations, high-pressure incidents, and complex stakeholder environments.
• Strong leadership, communication, and stakeholder management skills with the ability to influence and drive change.
• Analytical mindset with knowledge of modern IT Ops concepts (AIOps, automation, generative AI, shift-left strategies).

What you'll get in return

• Opportunity to lead critical IT service management functions in a high-impact, enterprise environment.
• Exposure to modern IT operations practices (AIOps, automation, AI-driven operations).
• A leadership role with strong visibility, working closely with senior stakeholders and business leaders.
• Career growth in a role that drives continuous improvement, innovation, and organizational transformation.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to Charissa Leong at Hays on +60 ************* 6173 or email ***************************
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed.
We actively encourage people from diverse backgrounds to apply. If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion about your career.