Incident Manager

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading IT service management company in Singapore is looking for an Incident & Problem Manager to oversee incident tracking and coordination within applications across Asia. This role requires a minimum of 5 years of experience in IT Service Management, ideally in a banking context. Responsibilities include monitoring incidents, ensuring process compliance, and analyzing service trends. Strong problem-solving skills and proficiency with ITIL practices are essential. This position offers the opportunity to work in a fast-paced environment.

Qualifications

• Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment.
• Prior experience working as an Incident Manager.
• Good understanding of ITIL concepts and practices.
• Strong coordination and stakeholder management skills.

Responsibilities

• Monitor and manage incidents and problems for supported applications.
• Coordinate with business and technology teams to ensure compliance with Incident and Problem Management procedures.
• Analyze incident trends and potential problem areas to improve service stability.

Skills

Incident Management

Stakeholder Management

Problem Solving

Analytical Skills

Time Management

Tools

ServiceNow

Performance Monitoring Tools

Job description

Job Summary

The Incident & Problem Manager will be part of the IT Service Management (ITSM) team and will provide Level 1 monitoring and incident coordination for applications supported across Asia. The role focuses on incident tracking, coordination, reporting, and ensuring compliance with Incident and Problem Management processes.

Key Responsibilities

• Monitor and manage incidents and problems for supported applications


• Work with Global Incident Management teams to align and improve incident management processes


• Ensure gaps in existing incident management processes are identified and closed


• Maintain and onboard Application Support documentation and user guides into ServiceNow


• Coordinate with business and technology teams to ensure compliance with Incident and Problem Management procedures


• Participate in incident calls to support incident identification, recovery, and resolution


• Track incident progress and provide status updates, escalation, and reporting


• Analyze incident trends and potential problem areas to improve service stability

Requirements

• Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment


• Prior experience working as an Incident Manager


• Good understanding of ITIL concepts and practices


• Experience with performance or monitoring tools is an advantage


• Strong coordination and stakeholder management skills


• Ability to analyze large volumes of technical data


• Strong problem-solving, analytical, and time management skills


• Ability to work effectively in a fast-paced environment.