• Problem Specialist (English and Cantonese Language Support)

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    Job Description
    The Responsibilities of the Role:
    • Expert knowledge in Problem management process, procedures and standard operating work.
    • Own and conduct problem investigation, diagnosis, root cause analysis, developing workarounds and identify permanent solutions with the internal team resolver group.
    • Work with change management team to submit changes on resolving known error.
    • Analyze, track, record, report and update regularly on problem tickets, outstanding issue and known error resolution.
    • Work with internal team to identify potential process, monitoring, resolution to improve on resolving known error.
    • Intermediate level of knowledge on Microsoft Office (Excel, PowerPoint and Word).
    • Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, OpenText, etc).
    • Excellent communications skill in Cantonese, English, Mandarin.
    • Demonstrated leadership in managing work quality, driving productivity improvements, and making accountable decisions with customer focus.
    • Skilled in building strong relationships, influencing without authority, collaborating with stakeholders, and fostering high-performance teams.
    • Ensured compliance by maintaining ISO-standard documentation, preparing reports, and supporting audits and assurance activities.
    • Adaptable to shift work and on-call duties in a 24x7 operational environment.


    Skill Requirements:
    • Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
    • Experience in Infrastructure, Security and Application IT domains.
    • Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
    • Driven and able to multi-task, strong time management skills and strong team player.
    • Required Language(s): English and Cantonese (Speaking is a must).
    • Willing to work on shift rotations and standby.
    • 3-4 years of experience in Problem management.
    • Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
    • Desired Certifications: ITIL foundation v4, ITIL specialist v4 certification.


    The Package :
    • Attractive Salary (RM4,000 – RM5,000).
    • Annual Leave 15 days.
    • Medical Leave 14 days.
    • Medical and hospitalization coverage.


    Experience Required :
    • Associate


    Location :
    • Bangsar South.


    Employment Type :
    • Full Time.