IT Incident & Problem Management
- 12 Months Contract Role - with the view of extension
- Location : Singapore - Onsite
About The Role
We are looking for an experienced IT Incident & Problem Manager to join the IT Service Management (ITSM) team. This role focuses on front-line (Level 1) incident oversight, application monitoring, and problem tracking for systems supported across the Asia region.
You will play a critical role in ensuring incidents are managed efficiently and in line with global standards.
Key Responsibilities
- Collaborate closely with Global Incident Management teams to align and standardize Incident Management processes, addressing and closing any identified gaps.
- Maintain and onboard application support documentation and user guides within ServiceNow.
- Partner with business and technology stakeholders to ensure full adherence to updated Incident and Problem Management frameworks, including proper logging, categorization, assignment, escalation, tracking, and reporting.
- Actively participate in incident bridge and resolution calls, supporting timely diagnosis, recovery, and closure in accordance with defined processes.
- Monitor incident lifecycles and identify recurring issues, trends, or early warning indicators that may impact service stability.
Requirements & Experience
- Minimum 4 years of experience in IT Service Management or a related function, preferably within a banking or financial services environment.
- Proven experience working as an Incident Manager in a regulated environment.
- Solid understanding of ITIL principles and best practices.
- Exposure to performance and system monitoring tools is a plus.
- Strong stakeholder management and collaboration skills.
- Ability to manage and interpret large volumes of technical and operational data in a fast-paced environment.
- Excellent problem-solving, analytical, and time-management capabilities.
