All employees get an annual medical benefit for their health.

Medical Benefits

All staff receives lengthy leave entitlement to enjoy their leave.

Lengthy Leave Entitlement

Every year, employees receive an annual salary increment to reward them for their hard work.

Annual Salary Increment

Bank Islam Malaysia Berhad

<p>At Bank Islam, we are driven by our purpose to create opportunities and make lives better for everyone. We do this by offering end-to-end financial solutions that fulfil the diverse needs of our customers, as well as providing the platform for our stakeholders, including our people, investors and communities, to prosper.</p>
<p>Source: <a href="https://www.bankislam.com/corporate-info/about-us/who-we-are/" target="_self">bankislam.com</a></p>

Who We Are.

<p>As the leading and pioneering Islamic bank in Malaysia, we are bringing a unique perspective to the financial landscape, with a commitment to nurture responsible growth and progress. Using our capability, expertise and experience, we help those we serve to achieve success and ultimately, build a sustainable future for all living beings on this planet.</p>
<p>Source: <a href="https://www.bankislam.com/corporate-info/about-us/who-we-are/" target="_self">bankislam.com</a></p>

Our Values.

<p><span class="joblayouttoken-label">Job Description:&nbsp; </span> <span xml:lang="en-GB" lang="en-GB" itemprop="description" data-careersite-propertyid="description" class="rtltextaligneligible"> <span class="jobdescription"><div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><u><b><span style="color:#000000">Primary Functions: </span></b></u></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">The Incident and Problem Manager is responsible for the end-to-end management of the Incident and Problem Management processes to ensure minimal disruption to business operations and to improve service quality. The role is crucial in a highly regulated banking environment to support&nbsp;operational resilience, continuous improvement, and compliance with internal and external governance frameworks.&nbsp;</span><span style="color:#000000">This role requires strong leadership, analytical skills, and the ability to coordinate effectively across IT teams to manage incident resolution and&nbsp;drive root cause analysis for permanent fixes.</span></span></span></div> <div>&nbsp;</div> <div><u><b><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">Duties and Responsibilities </span></span></span></b></u></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"><b style="font-weight:bold">Incident Management </b></span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Own the end-to-end Incident Management process, ensuring consistent handling across all IT functions. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Lead and coordinate responses to high-impact incidents, including mobilization of resolution teams and communication with </span></span></span><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">stakeholders. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Drive incident triage, categorization, prioritization, and timely escalation according to defined SLAs. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Lead Major Incident Management (MIM) calls and ensure structured updates to senior stakeholders and impacted business units. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Analyze incident trends to drive service improvement and reduce recurrence. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Ensure accurate and timely documentation of all incidents, including incident timelines, actions taken, communications, impact </span></span></span><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">assessments, and resolution steps. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Maintain an incident log for audit and reporting purposes, aligned with internal governance and regulatory expectations. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"><b style="font-weight:bold">Problem Management </b></span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Own and maintain the Problem Management process and documentation in alignment with ITIL best practices. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Identify root causes for recurring and significant incidents using structured methodologies such as 5 Whys, Fishbone (Ishikawa), or </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">Kepner-Tregoe. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Organize and lead cross-functional technical review meetings for problem investigation to drive toward permanent solutions. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Maintain and manage the Known Error Database (KEDB) and validate temporary workarounds or fixes. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Collaborate with Change Management to ensure corrective actions are implemented with minimal risk. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Drive trend analysis using incident data to proactively identify areas of improvement and risk. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Develop and maintain comprehensive documentation for problems, including problem records, root cause analysis reports, known error </span></span></span><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">records, and workaround procedures. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Ensure Problem Management documentation supports audit, compliance, and knowledge sharing objectives. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"><b style="font-weight:bold">Process Integration &amp; Governance </b></span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Ensure effective integration with key ITSM processes such as: </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">o Change &amp; Release Management </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">o Configuration Management (CMDB) </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">o Business Continuity &amp; Disaster Recovery (BCP/DR) </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">o Service Level Management </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">o Capacity and Availability Management </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Drive post-incident reviews (PIR) and lessons learned sessions to ensure knowledge is retained and action plans are executed. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Provide periodic reports and dashboards on incident and problem trends, root causes, and improvement initiatives to stakeholders and </span></span></span><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000">auditors. </span></span></span></div> <div><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#000000"> Contribute to audit readiness and compliance with regulatory frameworks such as BNM RMiT, ISO 27001, and ITIL.</span></span></span></div> </span> </span></p>

This job is for an Incident &amp; Problem Manager who ensures smooth business operations by managing tech issues effectively. You might like this job because it involves leading teams and enhancing service quality in a fast-paced banking environment.

Job Description:    Primary Functions:  The Incident and Problem Manager is responsible for the end-to-end management of the Incident and Problem Management processes to ensure minimal disruption to business operations and to improve service quality. The role is crucial in a highly regulated banking environment to support operational resilience, continuous improvement, and compliance with internal and external governance frameworks. This role requires strong leadership, analytical skills, and...

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