jobs in Encora Inc.

全职 Incident and Problem Management Support 工作, 薪水, Encora Inc. Federal Territory 公司招聘中 - Ricebowl

Incident and Problem Management Support

Encora Inc.

Undisclosed

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

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

  • 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

  • Project Planning & Execution
  • Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
  • Stakeholder Engagement
  • Strong communication and coordination across technical teams, vendors, and business units.
  • Financial Reporting & Forecasting
  • Generates cost summaries and budget utilization reports for management.
  • Supports budgeting for deployment activities and problem resolution initiatives.

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