Assistant Vice President, GT-TSS, Consumer & Digital (Operations - Incident at CIMB Group Malaysia

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

0.0

Posted On

26 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL, Incident Management, Problem Management, Service Management, Governance, Root Cause Analysis, KPI Tracking, Process Improvement, Communication, Relationship Management, Team Leadership, Documentation, Training, Technical Skills, Analytical Skills, Flexibility

Industry

Banking

Description

Job Purpose * The ITIL Lead for Incident & Problem Management is responsible for providing strategic leadership, governance, and continual improvement of IT Service Management (ITSM) processes in alignment with CIMB’s Service Management Model and ITIL best practices. This role oversees and drives the effectiveness of Incident and Problem Management functions to ensure consistent, efficient, and high-quality resolution of service disruptions, as well as proactive identification and elimination of root causes. The Lead acts as the process owner and subject matter expert (SME), ensuring that standardized ITIL-based methods, procedures, and metrics are effectively implemented and continuously optimized. The role also collaborates with other ITSM domains—such as Change, Configuration, and Service Level Management—to enhance end-to-end service stability, operational resilience, and customer satisfaction. Key Responsibilities * The ITIL Lead – Incident & Problem Management plays a critical role in ensuring CIMB’s IT services operate reliably and efficiently by leading cross-functional teams through structured incident and problem management processes. This role combines strategic governance, operational excellence, and continual improvement to maintain service quality and resilience across the organization. Incident & Problem Management Process Owners in driving Service management best-practice and ITIL process standardization Executes the Incident & Problem Management process tasks in adherence with CIMB IT Policy and Incident & Problem SOP Coordinates and manages the Incident and Problem Management process activities across the MY and regional countries Escalates risks and issues to CIMB’s leadership team Supports Incident & Problem Management reporting (KPIs and customer SLAs) Primary interface / contact person for CIMB, able to work on 24x7 support. Provide end-to-end governance for the Incident Management process, ensuring prompt detection, logging, categorization, and resolution of incidents within defined SLAs. Lead and coordinate Major Incident Management (MIM) activities, including stakeholder communication, impact assessment, and escalation management. Ensure effective post-incident reviews and drive the implementation of preventive actions. Oversee the incident lifecycle reporting, trend analysis, and KPI tracking to identify recurring or high-impact issues. Drive process consistency and compliance across resolver teams and vendors Govern the Problem Management process, focusing on the identification, analysis, and elimination of root causes of recurring incidents. Facilitate Root Cause Analysis (RCA) sessions and ensure proper documentation, tracking, and closure of problem records. Partner with technical and service teams to drive permanent fixes and continuous service improvement initiatives. Review and feedback on the Major Incident Review Report after major incidents to identify gaps and action items of improvements and preventive measures. Initiates follow-up actions to correct any issues or inefficiencies arising during execution of the Incident Management Process and highlights any issues or ideas of improvement to the CIMB leadership team. Must demonstrate a strong growth mindset, a proactive approach to upskilling, and the ability to apply creative and innovative thinking to solve complex challenges. Act as Process Owner and ITIL SME for Incident and Problem Management within CIMB’s ITSM framework. Ensure process alignment and integration with other ITSM domains — including Change, Configuration, and Service Level Management. Provide leadership and mentorship to ITSM analysts and process coordinators. Chair or contribute to governance forums, including Incident Review (IR) & Major Incident Review (MIR) sessions and Problem Review Boards. Ensure compliance with internal policies, ITIL standards, and regulatory requirements. Identify and drive opportunities for process automation, efficiency, and maturity improvements. Implement metrics and KPIs to measure process effectiveness and business impact. Develop and maintain process documentation, dashboards, and training materials. Key Dimension of Impact * Oversees approximately 120,000+ incidents annually, including 120–150 potential Major Incidents across Malaysia and regional countries. Governs 5500–6000 Problem Records per year, with responsibility for RCA and preventive action plans. Supports operational availability of 20+ critical and 40+ Very important banking platforms. Ensures SLA compliance and operational alignment across 750+ resolver groups Provides governance for 24x7 operations, impacting over 20,000 internal users Drives continuous improvement, contributing to 10% annual reduction in recurring incidents Job Specification * Qualifications (Basic Degree/Diploma etc) Bachelor's Degree or Professional Qualification in Computer Science/ Information Technology or related discipline Professional Qualification and/or Regulatory, Licensing requirements ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation Relevant Work Experience Minimum 3 years of Incident/Problem Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3 Required Competencies and Skills * Competencies/Skills (Essential to succeed in this job) Technical/Functional skills Minimum Technical Requirement - Proficient in MS Office. Familiar with network technologies, application, hardware such as mainframe, AS400, Unix and Wintel environment. Personal skills (Soft Competencies [Core/Leadership]) Good verbal and written command of English. Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company. Strong influencing and relationship management skills. Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities Highly result oriented and can work in team

Responsibilities

The ITIL Lead for Incident & Problem Management is responsible for strategic leadership and governance of IT Service Management processes. This role ensures effective incident resolution and proactive problem management to enhance service stability and customer satisfaction.