Job Title: AVP - Incident & Problem Management
- Duration: 12 months (Renewable)
- Location: Onsite - Singapore (5 days in office)
- Work Hours: Standard SG working hours
Role Overview: We are seeking a highly skilled IT Service Management (ITSM) Manager to join our Infrastructure & Cybersecurity Resilience (ICR) team. In this role, you will be pivotal in maintaining the technology foundations that power our global investment operations. You will lead the full incident lifecycle, drive Root Cause Analysis, and foster a culture of service reliability and operational excellence.
Responsibilities
Incident Management Leadership:
- Oversee the end-to-end incident lifecycle, from detection and coordination to resolution.
- Act as the primary escalation point for high-impact incidents and lead the Major Incident Team (War Room/Virtual Command Centre).
- Ensure timely communication and coordinate recovery efforts, including rotational on-call duties and after-hours coverage.
- Monitor performance metrics and dashboards to identify and drive continuous process improvements.
- Maintain accurate, detailed incident records in our ITSM tools.
Problem Management & Continuous Improvement:
- Lead the Problem Management function to strengthen overall ITSM/ITSO practices.
- Conduct structured Root Cause Analysis (RCA) using proven methodologies (e.g., 5 Whys, Ishikawa, Kepner-Tregoe).
- Present RCA findings and drive permanent corrective actions in the Problem Management Review Forum.
- Train and mentor team members on RCA techniques, documentation standards, and ITIL 4 protocols.
- Collaborate with the ServiceNow team to optimize the Problem Management module.
- Facilitate “lessons learned” sessions to strengthen future prevention and response strategies.
Candidate Profile:
- Experience: Minimum 6 years in IT Service Management, specifically as an Incident or Problem Manager.
- Industry Knowledge: Experience within the Financial Services Industry (FSI) is preferred.
- Methodology: Strong alignment with ITIL 4 standards.
- Technical Aptitude: Proven track record in using RCA methodologies and working with ITSM platforms (ServiceNow).
- Soft Skills: Excellent coordination, stakeholder communication, and a passion for operational excellence.
Benefits:
- Opportunities for promotion
- Promotion to permanent employee
Ability to commute/relocate: For Deployment in Singapore
Pay: From ₹381,804.52 per month
Application Question(s):
- What is your expected salary?
- What is your notice period?
- Do you have a valid passport for the next 12 months?
Experience:
- ITSM: 6 years (Preferred)
- ServiceNow: 4 years (Preferred)
License/Certification:
- ITIL Certification (Preferred)
Work Location: In person
