Incident & Problem Manager

Drive IT service stability in a high‑impact financial environment. Lead major incidents and shape problem management excellence at scale.

About Our Client Our client is a leading financial holdings group in Indonesia, recognized for its strong presence in investment services. With a focus on operational resilience and enterprise-wide modernization, the organization is strengthening its IT governance and service management capabilities to support its expanding digital ecosystem. Job Description Oversee end-to-end management of IT incidents to ensure quick resolution and minimal operational impact. Lead coordination and communication for major incidents across technical and business stakeholders. Perform detailed Root Cause Analysis (RCA) and drive permanent corrective actions. Manage problem management lifecycle to identify trends, prevent recurrence, and optimize service quality. Ensure compliance with ITIL processes (Incident, Problem, Change) and promote continuous improvement. Collaborate with cross-functional teams and maintain process documentation aligned with ITSM standards.

The Successful Applicant A strong candidate will have: Bachelor's degree in IT, Information Systems, or related field. ITIL v4 certification (Foundation or higher); COBIT, ISO 20000, or Problem Management Specialist are advantages. Minimum 5 years' experience in IT Service Management, including Major Incident Management and RCA. Deep understanding of ITIL processes and experience with ITSM tools (ServiceNow, Jira, BMC Remedy, etc.). Excellent analytical, communication, and stakeholder management skills. Proven leadership capability, especially during high-pressure situations.

What's on Offer Strategic role within a prominent financial holdings group. Opportunity to lead mission-critical incident and problem operations across enterprise-level systems. Strong career development within a highly regulated, technology-intensive industry. Competitive compensation and exposure to large-scale digital transformation initiatives.

Contact: Fendy Yoesin Quote job ref: JN-022026-6952525