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

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

Job summary

DBS Bank is seeking a technology professional to lead ITSM operations in a high-availability banking environment. You will manage incident, problem and event processes, and collaborate with cross-functional teams to maintain service stability.

The role emphasizes root-cause analysis, automation opportunities, and delivering clear technical reports to senior leadership. Strong ITIL knowledge and experience with ServiceNow and monitoring tools are required.

Qualifications

• Degree in Computer Science, Information Technology, or a related field.
• Proven ITSM experience with Incident, Problem, and Event Management.
• Strong ITIL knowledge; ITIL certifications are advantageous.
• Hands-on with ITSM platforms such as ServiceNow and monitoring tools like Splunk, AppDynamics or Geneos.
• Strong analytical, troubleshooting and decision-making skills under pressure.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead the rapid recovery of high-priority incidents, minimizing business impact and restoring services.
• Drive the Problem Management lifecycle with root-cause analysis and preventive actions.
• Oversee Event Management to optimize monitoring and detect anomalies early.
• Collaborate with cross-functional tech teams, app owners and stakeholders to ensure stability.
• Define, monitor and report KPIs, SLAs and operational metrics.
• Facilitate post-incident reviews and prepare technical reports for senior leadership.
• Identify opportunities to automate and improve service delivery processes.

Skills

Incident management

Problem management

Event management

ITIL frameworks

Stakeholder management

Analytical thinking

Education

Degree in Computer Science or 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

Job

Technology

Schedule

Regular

Employee Status

Full time