Incident Manager

I am hiring for an Incident & Problem Management to support our project with a leading global MNC in Singapore. This role sits within the Infrastructure & Cybersecurity Resilience team and plays a key role in driving operational excellence, service reliability, and ITSM best practices across the organization.

The Role: As part of the Incident & Problem Management, you will be responsible for leading and continuously improving the Incident and Problem Management functions across the technology organization. You will oversee the full incident lifecycle, ensuring timely communication, stakeholder coordination, escalation management, and resolution of technology incidents, including major incidents that require war room or virtual command center activation. You will act as the primary escalation point for high-impact incidents, coordinate recovery efforts across multiple technology teams, and ensure accurate documentation within the ITSM platform. Beyond incident management, you will drive Problem Management practices by conducting structured Root Cause Analysis (RCA), facilitating review forums, implementing permanent corrective actions, and promoting continuous improvement initiatives. The role will also involve partnering with ServiceNow teams to enhance ITSM processes, delivering lessons learned sessions, developing operational metrics and reporting, and ensuring Incident and Problem Management practices remain aligned with ITIL 4 standards and industry best practices. Participation in after-hours support and rotational on-call coverage will be required when necessary.

The Ideal Candidate: Have a minimum of 6 years of experience within IT Service Management, specifically in Incident Management, Problem Management, or a combination of both. You should have strong experience managing major incidents, leading cross-functional recovery efforts, and communicating effectively with technical teams, business stakeholders, and senior leadership during critical situations. A solid understanding of ITIL 4 frameworks and hands-on experience performing Root Cause Analysis using methodologies such as 5 Whys, Ishikawa (Fishbone), and Kepner-Tregoe is essential. Experience working with ServiceNow and driving improvements across ITSM processes will be highly valued. We are looking for someone who is analytical, detail-oriented, and passionate about improving service reliability through proactive problem management and continuous improvement initiatives. Strong stakeholder management, facilitation, communication, and leadership skills are critical, along with the ability to mentor teams, influence outcomes, and drive operational excellence across a complex enterprise technology environment.

If you are interested or know someone who may be a good fit, feel free to reach out.

Only shortlisted candidates will be contacted.