Banking Problem Manager — ITIL & Incident Lead

GMP Technologies; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

GMP Technologies (S) Pte Ltd in Singapore is seeking a Problem Manager (Banking) to establish and lead the organization’s problem management framework, coordinate root-cause investigations, and drive effective problem resolution across distributed IT teams.

The role emphasizes managing problem records, updating the Known Error Database, and delivering post-incident reports and KPI updates for senior management. Banking industry experience and strong ITIL knowledge are highly valued.

Qualifications

• Minimum 6 years experience in Incident/Problem Management.
• Strong ITIL Incident/Problem Management knowledge.
• Banking/financial services exposure is a plus.
• Knowledge of Change, Configuration, and Availability Management.
• Ability to coordinate complex investigations across teams.
• Experience working with geographically distributed teams.
• Proficient in Excel, PowerPoint and Visio; ServiceNow experience preferred.

Responsibilities

• Establish and maintain the problem management framework, including RACI, investigation methods, and team training.
• Lead root-cause investigations for P1/P2 major incidents and ensure consistent problem resolution.
• Manage the full lifecycle of problem records and enforce adherence to ITIL processes.
• Prepare post-incident reports and regular KPI updates for management.
• Facilitate problem management meetings and collaborate closely with technical teams.
• Identify operational issues, trends, and service improvement opportunities.
• Maintain and update problem records, Known Error Database (KEDB), and CMDB-related actions.
• Act as Incident Manager during critical situations when required.

Skills

ITIL Process Knowledge

Banking domain experience

Cross-functional coordination

Tools

ServiceNow

Excel

PowerPoint

Visio

Job description

GMP Technologies (S) Pte Ltd in Singapore is seeking a Problem Manager (Banking) to establish and lead the organization’s problem management framework, coordinate root-cause investigations, and drive effective problem resolution across distributed IT teams.

The role emphasizes managing problem records, updating the Known Error Database, and delivering post-incident reports and KPI updates for senior management. Banking industry experience and strong ITIL knowledge are highly valued.