Incident & Problem Manager

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A leading financial services company in Singapore is seeking an experienced Incident and Problem Manager. This role oversees the management of incidents and problems to minimize business impact while driving service quality improvements. The ideal candidate must have a solid background in ITIL v4 practices, strong analytical skills, and a minimum of 5 years in incident and problem management. Applicants should hold a bachelor’s degree in IT and possess ITIL v4 certification. Join us to enhance operational excellence and implement continual service improvement initiatives.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 5+ years of experience in Incident and Problem Management roles.
• ITIL v4 Foundation certification (Intermediate or Expert preferred).

Responsibilities

• Manage the end-to-end Incident Management process.
• Lead root cause analysis for recurring or high-impact issues.
• Drive CSI initiatives by analyzing performance metrics.

Skills

ITIL v4 practices

Analytical skills

Problem-solving skills

Incident management

Communication skills

Documentation skills

Education

Bachelor’s degree in IT or related field

ITIL v4 Foundation certification

Tools

ServiceNow

BMC Remedy

Job description

Position Summary

The Incident and Problem Manager is responsible for ensuring the effective management of incidents and problems across the organization, minimizing business impact, and driving service quality improvements. This role combines operational excellence with strategic initiatives in Continual Service Improvement (CSI) and Knowledge Management, ensuring that lessons learned and best practices are embedded into IT processes.

Responsibilities:

Incident Management:

• Manage the end-to-end Incident Management process to ensure timely resolution and minimal disruption to business operations
• Act as the escalation point for major incidents and coordinate resolution efforts across teams
• Ensure accurate incident categorization, prioritization, and communication to stakeholders

Problem Management:

• Lead root cause analysis for recurring or high-impact issues and implement permanent fixes
• Maintain and manage the Known Error Database (KEDB) and Problem Records
• Collaborate with technical teams to identify trends and proactively prevent incidents

Continual Service Improvement (CSI):

• Drive CSI initiatives by analyzing performance metrics, identifying improvement opportunities, and implementing process enhancements
• Develop and maintain CSI plans aligned with ITIL best practices and organizational goals
• Facilitate regular reviews of processes and services to ensure alignment with business needs

Knowledge Management:

• Establish and maintain a robust Knowledge Management framework to capture, share, and reuse knowledge effectively
• Ensure knowledge articles are accurate, up-to-date, and accessible to support faster incident resolution
• Promote a culture of knowledge sharing across IT teams and stakeholders

Skills & Competencies:

• Strong understanding of ITIL v4 practices (Incident, Problem, CSI, Knowledge Management)
• Excellent analytical and problem-solving skills with a proactive mindset
• Ability to manage major incidents under pressure and communicate effectively with stakeholders
• Experience in implementing CSI initiatives and driving process improvements
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy)
• Strong documentation and knowledge management capabilities

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field
• ITIL v4 Foundation certification (Intermediate or Expert preferred)Minimum 5+ years of experience in Incident and Problem Management roles