Analyst, IT Service Management

Maybank; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading company in banking seeks an Incident/Problem Management Lead to oversee service disruptions. The role involves leading recovery efforts, analyzing incidents, providing updates to stakeholders, and ensuring service standards compliance. Ideal candidates will have a bachelor’s degree, ITIL certification, and 1-2 years of relevant experience.

Qualifications

• 1-2 years of experience in banking, audit, operational risk management, incident/problem management.
• Strong knowledge of systems processes and technology risks.
• Proactive strategic thinker, able to translate analysis into actionable plans.

Responsibilities

• Lead incident and problem management, coordinating recovery efforts across teams.
• Monitor and analyze incident root causes, contributing to service improvement.
• Deliver timely communication, including incident updates and impact assessments.

Skills

Analytical skills

Organizational skills

Interpersonal skills

Communication skills

Education

Bachelor’s degree in any discipline

Tools

ITIL Foundation Certification

Job description

Responsibilities :-

• Lead incident and problem management, coordinating recovery efforts across IT Support, Infrastructure, and Back-office Operations to ensure rapid resolution of service disruptions.
• Monitor and analyze incident root causes, contributing to continual service improvement initiatives and strategic planning to prevent recurrence and enhance operational resilience.
• Deliver timely and accountable communication, including incident updates, escalation notices, root cause analysis, and impact assessments to stakeholders and business units.
• Review and monitor IT intra-group outsourced service standards to ensure compliance with SLAs and operational expectations.
• Oversee recovery actions and ensure timely execution in coordination with all relevant technical teams.
• Deliver timely and accountable communication, including incident updates, escalation notices, root cause analysis, and impact assessments to stakeholders and business units.
• Liaise with end-users, IT representatives, and Maybank Shared Services to identify, track, and resolve recurring or major issues.

Requirements :-

• Bachelor’s degree in any discipline (Business or Banking preferred) with 1 – 2 years of experience in banking, audit, operational risk management, incident/problem management, or related IT roles.
• ITIL Foundation Certification required.
• Strong knowledge of systems processes and functionality, with a good understanding of technology risks.
• Proactive and strategic thinker with the ability to translate analysis into actionable plans.
• Demonstrated strong analytical, organizational, and presentation skills.
• Excellent interpersonal and communication abilities; capable of engaging with stakeholders at all levels.
• Self-motivated, innovative, and service-oriented mindset.
• Strong team player with a collaborative working style.

Only shortlisted candidate will be notified.