INTERNSHIP DETAILS

Intern (Incident Management)

CompanyHLB
LocationPetaling Jaya
Work ModeOn Site
PostedMarch 18, 2026
Internship Information
Core Responsibilities
The intern will support the Incident Management Team by assisting with administrative setup, monitoring ticket compliance with procedures and SLAs, and tracking key performance metrics like MTTR and resolution rates. Responsibilities also include documenting resolution steps, updating the knowledge base, and supporting post-incident review documentation for Root Cause Analysis.
Internship Type
full time
Company Size
7116
Visa Sponsorship
No
Language
English
Working Hours
40 hours
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About The Company
Hong Leong Bank Berhad is one of the leading financial services organisations in Malaysia. With a heritage of more than 100 years, it provides comprehensive financial services covering consumer banking, business banking and trade finance, treasury, branch and transaction banking, wealth management, private banking and Islamic financial services. Its merger with EON Bank Group in 2011 has further embedded its position as a core banking franchise with an expanded distribution network of more than 300 branches across the country. With a proven track record in value creation and a highly recognised brand, Hong Leong Bank has also been extending its footprint in the region, with branches in Singapore and Hong Kong and wholly owned subsidiaries in Vietnam and Cambodia. In China, the Bank has a 20% shareholding in Bank of Chengdu Co., Ltd., Sichuan and a consumer finance joint venture. Hong Leong Bank is a subsidiary of Hong Leong Financial Group Berhad, the financial services arm of the Hong Leong Group. Apart from banking, Hong Leong Financial Group is involved in the provision of insurance and takaful, as well as investment banking, unit trust, fund management and stock broking services.
About the Role

Define your future at Hong Leong Bank

Overview:

To support the Incident Management Team by assisting in coordination, documentation, and data

analysis to ensure minimal business disruption.

Responsibilities:

  • Incident Coordination Support: Assist in the administrative setup and management of incidents.

  • Process Compliance & Monitoring Support: Monitor active tickets to ensure they adhere to established Incident Management procedures and SLAs. Verify that all incident activities remain compliant with internal policies and regulatory requirements

  • Reporting & Data Analysis Support: Assist in tracking and compiling key performance metrics such as Mean Time to Repair (MTTR) and resolution rates. Utilize tools like Excel and PowerPoint to help create weekly or monthly incident trend reports for management.

  • Knowledge & Documentation Management Support: Document incident resolution steps and update the knowledge base to ensure information is shared effectively across teams.

  • Root Cause Facilitation Support: Support the facilitation of post-incident reviews by organizing documentation for Root Cause Analysis (RCA).

  • Continuous Improvement: Identify and suggest minor workflow or tool enhancements to improve the efficiency of the Incident Management process.

  • Tool & Process Improvement Fresh Ideas: Continuously identify opportunities to enhance incident management tools and workflows.

Skills and Experience We Are Looking For:

  • Educational Background: Currently pursuing a Diploma or Degree in Information Technology or a related field.

  • Technical Foundation: Basic understanding of IT infrastructure (Networking, Applications, or Databases).

  • Soft Skills: Strong written and verbal communication skills for documenting technical issues.

  • An analytical mindset with the ability to troubleshoot problems under supervision.

  • Tooling: Familiarity with ITSM platforms and Microsoft Office Suite (Excel/PowerPoint).

Desirable:

  • Basic knowledge in Networking, applications, DBs, Unix and Wintel.

  • Certified in ITIL, other technical relevant

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.

Key Skills
Incident CoordinationProcess ComplianceData AnalysisReportingDocumentation ManagementRoot Cause AnalysisContinuous ImprovementIT InfrastructureCommunicationAnalytical MindsetTroubleshootingITSM PlatformsMicrosoft Office SuiteExcelPowerPointITIL
Categories
TechnologyData & AnalyticsAdministrativeFinance & Accounting