Problem Management Intern

Define your future at Hong Leong Bank

About the Role

We are looking for a highly motivated and technically curious Problem Management Intern to join our IT Service Management (ITSM) team. In this role, you will gain hands-on exposure to the core of enterprise IT operations, specifically within the domain of Problem Management.

This is a technically demanding and highly rewarding internship where you will be actively involved in end-to-end problem investigations. You will gain a macro and micro view of enterprise technology, tracing issues from the front-end application layer all the way through to backend components. If you are a self-starter eager to understand how cool IT environments operate, this is the perfect opportunity for you.

What You Will Learn & Be Exposed To

You will gain practical experience and technical understanding across a wide array of enterprise systems and ITSM practices, including:

• Infrastructure & Platforms: Wintel, Unix, AS400, Data Centers.

• Architecture: Middleware, dependency applications, networks, databases, and storage.

• Resiliency & Security: High Availability (HA), Disaster Recovery (DR), and enterprise security protocols.

• ITSM Frameworks: Incident Management, Problem and Change Management.

Key Responsibilities

As a Problem Management Intern, your day-to-day tasks will include:

• Problem Investigation: Collaborate and coordinate with respective technical teams and business stakeholders to conduct deep-dive root cause analyses of IT problems.

• Action Tracking: Follow up on Corrective and Preventative Actions (CAPA) to ensure system vulnerabilities and recurring incidents are permanently resolved.

• Documentation: Maintain clear, accurate, and up-to-date problem tracker documentation throughout the lifecycle of an investigation.

• Governance Reporting: Assist in preparing governance reports and metrics to track the health and effectiveness of the Problem Management process.

Requirements & Qualifications

• Education: Currently pursuing or recently completed a Bachelor's Degree in Information Technology, Computer Science, Software Engineering, or an equivalent technical field.

• Availability: Must be able to commit to a minimum internship tenure of 6 months and work entirely on-site (WFO).

• Technical Aptitude: Tech-savvy with a basic understanding of enterprise IT environments (e.g., networking, servers, databases, or application architecture).

• Soft Skills: Strong verbal and written communication skills, with the ability to manage and engage effectively with various technical and non-technical stakeholders.

• Work Ethic: A highly independent self-starter who is proactive, analytical, and eager to learn.

• Bonus/Advantage: Basic knowledge or certification in the ITIL framework will be considered a strong advantage.