Assistant Vice President, GT-TSS, Consumer & Digital (Operations - Incident & Problem Management (Lead) )

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.

 

  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