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

DBS Bank Ltd; Singapore; On-site; SGD 140,000 - 200,000; Full time

Job summary

DBS in Singapore seeks a senior AVP/VP, Problem Management Specialist within Group Technology to lead rapid recovery of high-priority incidents and drive end-to-end problem, incident and event management across a complex technology landscape.

You will collaborate with application owners and business stakeholders, define KPIs and SLAs, run post-incident reviews, and push automation and continuous improvement to strengthen service stability in a 24/7 environment.

Qualifications

• Experience in ITSM with focus on Incident, Problem, and Event Management.
• Strong ITIL background and relevant certifications preferred.
• Hands-on experience with ServiceNow and enterprise monitoring tools.
• Ability to analyze complex issues and make decisions under pressure.
• Excellent communication and stakeholder management skills.
• Comfort working in a 24/7 operational environment.

Responsibilities

• Lead rapid recovery of high-priority incidents and restore services.
• Drive Problem Management lifecycle with RCA and preventive actions.
• Oversee Event Management, optimize monitoring and alerts.
• Collaborate with cross-functional teams and business stakeholders.
• Define and report KPIs, SLAs, and operational metrics.
• Facilitate post-incident reviews and action plans for leadership.
• Identify automation opportunities within service delivery.

Skills

ITSM

Incident Management

Problem Management

Event Management

ITIL

ServiceNow

Splunk

AppDynamics

Geneos

RCA & Root Cause Analysis

Stakeholder Management

Communication

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Splunk

AppDynamics

Geneos

Job description

## AVP/VP, Problem Management Specialist, SRE & Governance, Group TechnologyApply: Singapore - East: Full time: Posted Today: WD88835**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.**Apply Now**We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.**Location:**DBS Asia Hub**Job:**Technology**Schedule:**Regular**Employee Status:**Full time