AVP, IT Knowledge & Incident Management

OCBC; Singapore; On-site; SGD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Professional development

Job summary

OCBC invites applications for an IT Knowledge Analyst to manage the Known Error Database (KEDB) and integrate it with incident workflows. You will drive governance, documentation, and continuous improvement in knowledge management, collaborating with Problem Analysts and Service Desk teams.

The role requires a Bachelor’s degree in IT or related field and 5+ years in ITSM, with ITIL v4 knowledge considered an advantage. This is an in-office position based at Loyang, Singapore.

Qualifications

• Bachelor’s degree in IT or related field
• At least 5 years in IT Service Management or operations; knowledge or database management preferred
• Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage
• Strong attention to detail, documentation skills, and ability to enforce governance standards
• Good communication and collaboration skills

Responsibilities

• Own day-to-day maintenance of Known Error Database (KEDB) entries with complete symptoms, services impacted, root causes, workarounds, and fix status
• Validate and update entries based on RCA outputs and remediation progress
• Ensure KEDB integrates with Incident Management workflows for quick search by Service Desk and Technology Command Centre
• Monitor KEDB effectiveness and propose enhancements to improve usability, adoption, and impact

Skills

ITIL knowledge

Incident Management

Problem Management

Knowledge management

Stakeholder communication

Education

Bachelor's degree in IT or related field

Job description

OCBC invites applications for an IT Knowledge Analyst to manage the Known Error Database (KEDB) and integrate it with incident workflows. You will drive governance, documentation, and continuous improvement in knowledge management, collaborating with Problem Analysts and Service Desk teams.

The role requires a Bachelor’s degree in IT or related field and 5+ years in ITSM, with ITIL v4 knowledge considered an advantage. This is an in-office position based at Loyang, Singapore.