If you are looking to excel and make a difference, take a closer look at us…
Overview:
We are seeking a proactive and strategic Assistant Manager to co-lead the Problem Management team through a critical maturity transformation. In this role, you will drive the shift from Baseline problem management practices to Advanced & Targeted Prevention, with a strong focus on Accelerating Recovery across our IT ecosystem.
Beyond driving technical investigations and root cause analysis, you will take ownership of all problem-related banking-compliance reporting, ensuring impeccable quality and strict adherence to submission deadlines. Furthermore, you will play a pivotal role in upskilling the department by actively training and mentoring team members to meet these new advanced standards.
Responsibilities:
Transformation & Strategy
- Co-lead the strategic shift of the Problem Management function from Baseline practices to an Advanced & Targeted Prevention model.
- Identify, design, and implement process improvements, automation, and AI-driven solutions specifically aimed at minimizing system downtime and accelerating service recovery.
- Analyze incident trends, system alerts, and historical data to identify underlying risks before they impact business operations.
Banking Compliance & Reporting
- Take full responsibility for all problem management reporting required for banking and regulatory compliance.
- Guarantee the accuracy, completeness, and timely submission of all compliance reports, audits, and RCA documentation to internal stakeholders and external regulators.
- Monitor and report on KPIs to demonstrate the effectiveness of preventative actions and recovery acceleration.
Team Leadership & Training
- Co-design and deliver comprehensive training for problem analysts, elevating their technical acumen, RCA methodologies, and understanding of advanced prevention techniques.
- Support the Head of Problem Management in overseeing the daily problem lifecycle from identification to permanent resolution, ensuring SLAs are consistently met.
- Provide hands-on technical guidance to the team during complex investigations and major incident reviews.
Collaboration & Execution
- Actively participate in and co-lead in-depth RCAs for recurring, complex, or major IT incidents.
- Partner with Application, Service Delivery, Infrastructure, and Security teams to implement permanent fixes and track CAPA to closure.
- Ensure all technical findings, workarounds, and permanent resolutions are comprehensively documented and shared across IT teams.
Skills and Experiences We Are Looking For:
- Proven ability to drive process improvements and elevate IT service management from reactive to proactive, preventative models.
- Experience handling sensitive IT reporting, preferably within a highly regulated environment like banking or finance, with a strict focus on quality and deadlines.
- Demonstrated experience in training, mentoring, and developing technical staff to improve their troubleshooting and analytical capabilities.
- Proven expertise in areas such as Network Engineering, System Administration, Application Development, Database Administration, or Cloud Technologies.
- Deep familiarity with methodologies like the 5 Whys, Fishbone Diagram, or Kepner-Tregoe.
- Solid understanding of ITIL frameworks, specifically focusing on advanced Problem Management execution.
- Ability to analyze complex data sets, derive actionable insights, and present technical information clearly using Excel, PowerPoint, or data visualization tools.
- Education: Degree in Information Technology, Computer Science, or a related field.
Desirable:
- Background in the banking/financial services sector.
- Knowledge of Service Management and/or Networking, MySQL applications, Unix, and Wintel environments.
- Awareness of automation and AI principles (e.g., AIOps) in IT operations.
- Certified in ITIL or relevant technical domains.
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.