全职 Incident - Problem Management Support Executive 工作, 薪水, Software International Corporation Federal Territory 公司招聘中 - Ricebowl

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

• 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 Product Management
• 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

Project Management

• 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.