Incident Management Analyst

zero effort nonbank (ZEN); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A progressive financial technology company in Singapore is seeking an Incident Management Analyst to join their Risk team. This role involves implementing and enhancing the incident management framework, coordinating incident detection and resolution, and producing analytics for regulatory reporting. The ideal candidate should have a degree in a relevant field and 1-3 years of experience in operational risk or incident management. Attractive benefits and a dynamic work environment are offered.

Benefits

Competitive salary

Flexible working conditions

Private medical healthcare

Training opportunities

Qualifications

• 1–3+ years in operational risk or incident management.
• Strong governance understanding in risk frameworks.
• Experience in building dashboards and analytics.

Responsibilities

• Implement and enhance the incident management framework.
• Coordinate incident detection and resolution.
• Produce incident analytics and reports for the Board.

Skills

Operational risk

Incident management

Stakeholder management

Data analysis

Education

Bachelor’s or Master’s degree in Risk Management, Business, Finance, Law

Job description

Incident Management Analyst (2nd Line of Defence)

ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN.COM, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.

Currently we are seeking a professional to join us as Incident Management Analyst (2nd Line of Defence) in the Risk team.

Requirements:

• Education: Bachelor’s or Master’s degree in Risk Management, Business, Finance, Law or a related field. A relevant professional certification (e.g. IRM Certified Professional, CISI Operational Risk, or equivalent) is an advantage.
• Experience: 1–3+ years in operational risk, incident management, service operations, or adjacent roles within payments/fintech/financial services; track record facilitating end‑to‑end incidents and post‑mortems.
• Governance orientation: strong understanding of 3LoD, 2LoD challenge, assurance, and periodic reporting to senior leadership/Boards.
• Stakeholder management: ability to coordinate across Product, Tech, Ops, Support, and Compliance to converge on solutions quickly.
• Data & MI: comfortable building dashboards/pack narratives from incident register data (severity trends, root‑cause themes, SLA performance).

Responsibilities:

The Incident Management Analyst strengthens ZEN’s operational resilience by implementing, facilitating, and continuously enhancing the enterprise incident management framework across all business lines. As a 2nd Line of Defence role, the Analyst provides independent oversight, supports first‑line teams in incident detection and resolution, assures record‑keeping and reporting integrity, and coordinates regulatory notifications when required. The role also champions risk culture, lessons learned, and KPI reporting to enable data‑driven improvements in controls and service quality.

• Enforce Incident Management Framework: Operate and enforce the Incident Management Framework, embed it across ZEN entities and ensure alignment with Three Lines of Business model (1LoD/2LoD/3LoD) with relevant risk and process owners.
• Curate the Incident Register (structure, completeness, traceability) and ensure that every incident is recorded, classified, and linked to impacted processes/products with clear ownership and actions. Linking incidents with relevant risks will be required as well.
• Run periodic effectiveness checks and support the Annual Incident Management Effectiveness Assessment, documenting gaps and coordinating remediation plans.
• Triage & validate incident notifications against criteria; confirm “true positive/false positive” and move cases through the workflow. Lead the initial and post‑resolution impact assessment, assigning/adjusting relevant severity via the Incident Severity Matrix. For relevant and cross‑functional incidents, convene and facilitate communication through relevant tools and ensure disciplined updates, decisions, and record‑keeping throughout the incident.
• Oversee resolution by working with Product Owners, Tech Leads, Monitoring, Support, Legal/Compliance to define root cause and agree on the remediation plan. Support Incident Handlers and track action delivery to completion.
• Closure & lessons learned: Ensure documented root cause, losses, affected entities, remedial actions, and post‑mortem reviews (including dedicated tickets/templates for major incidents). Track remedial action completion by relevant business lines and evaluate remediation effectiveness to prevent incident re‑occurrence.
• Assess reporting obligations and coordinate with Compliance and Legal stakeholders to ensure timely notifications under relevant regulations.
• Produce incident analytics and MI (volumes, severities, root causes, time‑to‑detect, time‑to‑resolve) for monthly/ad‑hoc packs and quarterly risk reporting to the Boards; maintain consistent taxonomy and produce actionable insights. Support the introduction of incident SLAs & KPIs and automation to compress time from identification to remediation.

What we offer:

• Real influence on shaping the ZEN.COM.
• Work in an environment where innovation and effectiveness truly matter.
• Competitive salary and flexible working conditions.
• Private medical healthcare.
• Internal and external training opportunities.

If you want to have a real impact on the experience of thousands of users and work with committed teams in an environment that values ownership, transparency, and pace – apply today!