AVP/VP, Problem Management Specialist, SRE & Governance, Group Technology

DBS Bank Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DBS Bank Ltd. is seeking a seasoned IT Service Management Lead to drive incident, problem and event management in a fast-paced banking environment in Singapore.

You will guide RCA efforts, implement preventive actions, and collaborate with cross-functional teams to sustain service reliability. The role demands deep ITIL knowledge, hands-on experience with ITSM and monitoring tools, and strong stakeholder communication.

Qualifications

• Degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT Service Management (ITSM) with focus on Incident, Problem, and Event Management.
• Deep understanding of ITIL frameworks; ITIL certifications are advantageous.
• Hands-on experience with ITSM platforms (ServiceNow) and monitoring tools (Splunk, AppDynamics, Geneos).
• Strong analytical, troubleshooting and decision-making skills.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, 24/7 operational environment.

Responsibilities

• Lead rapid recovery of high-priority incidents, minimizing business impact.
• Drive the ITSM lifecycle with RCA and preventive measures.
• Oversee Event Management, optimize monitoring and alert thresholds.
• Collaborate with cross-functional teams to maintain service stability.
• Define, monitor, and report on KPIs, SLAs and operational metrics.
• Facilitate post-incident reviews and prepare reports for leadership.
• Identify automation opportunities and continuous process improvement.

Skills

ITSM

Incident Management

Problem Management

Event Management

ITIL

Stakeholder Management

Analytical Skills

Communication

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Splunk

AppDynamics

Geneos

Job description

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Lead the rapid recovery of high-priority incidents, minimizing business impact and ensuring timely restoration of banking services.
• Drive the Problem Management lifecycle, conducting thorough root-cause analysis (RCA) and implementing preventive measures to eliminate recurring issues.
• Oversee Event Management processes, optimizing monitoring systems and alert thresholds to proactively detect and resolve anomalies before they impact services.
• Collaborate closely with cross-functional technology teams, application owners, and business stakeholders to maintain service stability and reliability.
• Define, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics.
• Facilitate post-incident reviews and prepare comprehensive technical reports and action plans for senior leadership.
• Identify and implement opportunities for automation and continuous process improvement within the service delivery framework.

Requirements

• Degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT Service Management (ITSM), with a strong focus on Incident, Problem, and Event Management within a complex technology environment.
• Deep understanding of ITIL frameworks, with relevant ITIL certifications being highly advantageous.
• Hands-on experience with ITSM platforms (such as ServiceNow) and enterprise monitoring tools (such as Splunk, AppDynamics, or Geneos).
• Strong analytical, troubleshooting, and decision-making skills, with the ability to manage critical situations under pressure.
• Excellent communication and stakeholder management skills, with the ability to present complex technical information clearly to diverse audiences.
• Ability to work effectively in a fast-paced, collaborative, and 24/7 operational environment.

Location

DBS Asia Hub

RegularEmployee Status

Full time