Problem Manager

Position Summary

• As the Problem Manager, the role requires the incumbent to perform RCA (root cause analysis) for major incident and followup on all Problem Task tickets on a timely matter
• This role will also require the candidate to perform major incident support when its required due to the nature of the support model in the delivery center
• As an Incident Manager, he or she is responsible for managing the lifecycle of all incidents and problems to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations.
• This role ensures the effective implementation of ITIL processes related to incident and problem management and facilitates continuous service improvement.
• This role will report into Head of Operations, Asia.

Key Responsibilities

Problem Management

• Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning.
• Identify, log, and investigate problems based on incident trends and recurring issues.
• Facilitate and lead problem review meetings, coordinating across teams to ensure timely resolution.
• Maintain the Known Error Database (KEDB) and ensure workarounds are documented and communicated.
• Work proactively to prevent future incidents by identifying potential issues and mitigating them.

Incident Management

• Own and manage the end-to-end Incident Management process.
• Ensure all incidents are logged, categorized, prioritized, and resolved within agreed SLAs.
• Coordinate and lead major incident resolution efforts, including communication with stakeholders and executive management.
• Conduct post-incident reviews (PIRs) and ensure documentation of root causes and actions taken.
• Improve incident handling procedures and ensure adherence to them across IT teams.

Reporting and Continuous Improvement

• Produce regular reports on incident and problem trends, root causes, and performance against SLAs.
• Recommend and drive service improvement initiatives.
• Liaise with Change, Release, and Configuration Management to ensure problem records are linked appropriately.
• Train and guide IT staff on incident and problem management processes and best practices.

Key Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation certification required; ITIL Intermediate/Expert is a plus.
• 3–5+ years of experience in ITSM roles, with a focus on incident and/or problem management.
• Experience managing major incidents in a high-pressure, 24x7 enterprise IT environment.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Work on shift when required.

Preferred Skills

• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Experience in enterprise-level IT environments, especially in regulated industries (e.g., finance, healthcare).
• Understanding of SLAs, OLAs, and service reporting.
• Fluent in English & Bahasa Melayu.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Great to have you on board. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.