Incident and Problem Management Support

encora10· Malaysia Team
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📍 Kuala Lumpur

About this role

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 
1.    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 
1.    Project Planning & Execution
•           Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
2.    Stakeholder Engagement
•           Strong communication and coordination across technical teams, vendors, and business units.
3.    Financial Reporting & Forecasting
•           Generates cost summaries and budget utilization reports for management.
•           Supports budgeting for deployment activities and problem resolution initiatives.

Frequently Asked Questions

Is the salary disclosed for the Incident and Problem Management Support position at encora10?
The salary for this Incident and Problem Management Support role at encora10 is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Incident and Problem Management Support position at encora10 located?
This Incident and Problem Management Support role at encora10 is based in Kuala Lumpur. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Incident and Problem Management Support at encora10 belong to?
This Incident and Problem Management Support position is part of the Malaysia Team department at encora10. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Incident and Problem Management Support position at encora10?
Click the "Apply Now" button on this page. You will be redirected to encora10's official application portal hosted on greenhouse where you can submit your application directly.
When was the Incident and Problem Management Support job at encora10 posted?
This Incident and Problem Management Support position at encora10 was posted on Jun 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Incident and Problem Management Support
encora10
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You'll be redirected to encora10's official application page on Greenhouse.