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AVP, Incident & Problem Management

Infrasoft Technologies Limited
Singapore
6-16 Years
SGD 7,000 - 8,500 per month
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Job Description

  • A minimum of 6 years of experience in the IT Service Management space operating as an Incident Manager or Problem Manager.
  • Lead and manage the Problem Management function to strengthen overall ITSM/ITSO practices and enhance service reliability.
  • Perform structured Root Cause Analysis (RCA) using proven methodologies such as 5 Whys, Ishikawa (Fishbone Diagram), and Kepner-Tregoe to identify underlying causes of recurring issues.
  • Present RCA findings and permanent corrective actions in the Problem Management Review Forum, driving continuous improvement across technology service operations.
  • Collaborate with cross-functional teams to ensure timely implementation of permanent fixes and preventive measures.
  • Train and mentor team members on Problem Management processes, emphasizing RCA techniques, documentation standards, and adherence to ITIL 4 protocols.
  • Partner with the ServiceNow platform team to enhance and optimize the Problem Management module, ensuring alignment with ITIL 4 best practices and organizational needs.
  • Facilitate lessons learned sessions following major incidents or problems to strengthen prevention, response, and recovery strategies.
  • Continuously review and refine Problem Management processes to improve efficiency, reduce recurrence, and support proactive service stability.

More Info

Job Type:
Permanent Job
Role:
Other Roles
Function:
Others
Employment Type:
Full time

Job ID: 148862881

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Last Updated: 09-06-2026 09:53:52 AM
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