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

DBS Bank Ltd; Singapore; Sur place; SGD 90 000 - 150 000; Plein temps

Résumé du poste

DBS Bank Ltd is seeking an experienced ITSM professional to lead incident, problem and event management within a fast-paced banking technology environment. You will drive lifecycle processes, analyze root causes, and implement preventive actions to ensure service stability and reliability.

The role requires hands-on experience with ITSM tools (ServiceNow) and monitoring platforms (Splunk, AppDynamics, Geneos), plus strong stakeholder communication and crisis management skills.

Qualifications

• Degree in Computer Science, IT, or related field.
• Experience in IT Service Management (ITSM) with Incident, Problem, and Event Management.
• Knowledge of ITIL frameworks and relevant ITIL certifications advantageous.
• Hands-on with ITSM platforms (ServiceNow) and monitoring tools (Splunk, AppDynamics, Geneos).
• Strong analytical, troubleshooting, and decision-making skills under pressure.
• Excellent communication and stakeholder management abilities.

Responsabilités

• Lead rapid recovery of high-priority incidents to minimize business impact.
• Drive ITSM lifecycle with RCAs and preventive actions.
• Oversee Event Management, optimize monitoring thresholds, and detect anomalies.
• Collaborate with cross-functional teams to maintain service stability.
• Define and report KPIs, SLAs, and operational metrics.
• Facilitate post-incident reviews and prepare technical reports for leadership.
• Identify and implement automation and continuous process improvements.

Connaissances

Incident management

Problem management

Event management

Service delivery

Stakeholder communication

Analytical thinking

Decision making under pressure

Formation

Bachelor's degree in Computer Science or Information Technology

Outils

ServiceNow

Splunk

AppDynamics

Geneos

Description du poste

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