Cloud Ops | Major Incident & Problem Manager

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Optimum Solutions (Singapore) Pte Ltd is seeking a seasoned Major Incident & Problem Manager to lead urgent incident resolution and post-incident investigations across our core banking platforms and infrastructure.

You will direct crisis command, coordinate across engineering, infra, and applications, and ensure rapid service restoration while complying with ITIL standards and regulatory requirements.

Qualifications

• Bachelor's degree in Computer Science or equivalent with around 8 years of relevant experience.
• Proven track record leading Major Incident Management and Problem Management within enterprise, high-availability IT environments.
• Strong working knowledge of ITIL service frameworks (ITIL certification required).
• Familiarity with enterprise service management platforms such as BMC Remedy, BMC Helix, ServiceNow.
• Broad technical literacy across Linux/Unix, storage, network, middleware, and transactional workflows.
• Exceptional crisis communication and stakeholder management skills, with the ability to maintain composure under pressure.
• Strong analytical capabilities in data reporting using MS Excel (including macros) and PowerPoint.

Responsibilities

• Major Incident Command & Control: Take end-to-end ownership of critical incidents (Sev 1 / Sev 2) and coordinate across teams to minimize MTTR.
• Crisis Communication & Governance: Manage executive escalations and provide real-time updates to leadership and stakeholders.
• Problem Management & RCA: Facilitate post-incident reviews to identify causes and track preventative actions to closure.
• Operational Reporting & Metrics: Monitor incident patterns and support regulatory reporting deliverables.
• Continuous Service Improvement: Enhance alerting, runbooks, and incident logging workflows with the Command Center and Infrastructure units.

Skills

Crisis communication

Stakeholder management

Incident management

ITIL knowledge

Data reporting

Excel macros

PowerPoint

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or equivalent

Tools

BMC Remedy

BMC Helix

ServiceNow

EOD batch scheduling

Job description

Optimum Solutions (Singapore) Pte Ltd is seeking a seasoned Major Incident & Problem Manager to lead urgent incident resolution and post-incident investigations across our core banking platforms and infrastructure.

You will direct crisis command, coordinate across engineering, infra, and applications, and ensure rapid service restoration while complying with ITIL standards and regulatory requirements.