We are seeking a proactive ITSM Specialist – Incident & Problem Management to join our team. In this role, you will be responsible for managing the Incident and Problem Management processes to ensure service stability, minimize business disruption, and drive continuous service improvement. The ideal candidate has a strong understanding of IT Service Management (ITSM), excellent analytical and coordination skills, and a passion for delivering high-quality IT services in a collaborative environment.

Incident Management: Key Responsibilities:

Own and manage the Incident Management process lifecycle in accordance with approved

policies and procedures.

Ensure all incidents are logged, categorized, prioritized, assigned, and resolved within agreed

Service Level Agreements (SLAs).

Coordinate incident response activities among technical teams, vendors, and stakeholders. Manage major incidents, including escalation, communication, coordination, and postincident reviews. Monitor incident trends and identify opportunities for service improvement. Ensure incident records are complete, accurate, and properly documented. Facilitate timely communication with business users and management during service

disruptions.

Track and report incident performance metrics, including resolution times, SLA compliance,

and incident volumes.

Ensure compliance with regulatory requirements and internal governance controls related to

incident management.

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Scope Of Work for Resources - Bayan Credit Bureau

Problem Management: Key Responsibilities:

Own and maintain the Problem Management process to reduce recurring incidents and

improve service stability.

Identify, record, classify, and prioritize problems based on business impact and risk. Lead Root Cause Analysis (RCA) activities. Coordinate investigations with technical teams and external service providers. Develop and maintain Known Error Records and workaround documentation. Ensure corrective and preventive actions are identified, tracked, and implemented. Monitor recurring incidents and proactively initiate problem investigations. Conduct trend analysis to identify systemic issues affecting service quality. Facilitate Problem Review meetings and ensure closure criteria are met.

Qualifications And Experience

Bachelor’s degree in information technology, Computer Science, Information Systems, or a

related field.

1–3 years of experience in IT Service Management, with a focus on Incident and Problem

Management.

ITIL Foundation certification is preferred. Strong analytical, troubleshooting, and Root Cause Analysis skills. Excellent communication and stakeholder management skills, with the ability to engage

effectively with technical teams, senior management, auditors, regulators, and external

service providers.