Incidents & Problems Process Leader — ITSM Excellence

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

APAR TECHNOLOGIES PTE. LTD. seeks an experienced ITSM-focused professional to lead Incident and Problem Management. You will drive governance, root cause analysis, and continual improvement across groups and regions.

The role requires hands-on ITIL expertise, strong stakeholder management, and the ability to deliver training and process guidance to technical teams. This position is based in Singapore and involves collaboration with global stakeholders.

Qualifications

• Minimum 8 years of IT experience in operations, production or ITSM.
• Hands-on in Incident, Problem and Major Incident Management.
• Strong ITIL knowledge across modules and continual improvement.
• Experience with ITSM tools such as ServiceNow, Remedy or Jira.
• Understanding of Unix, Windows, networks, databases and monitoring.

Responsibilities

• Manage and improve Incident and Problem Management processes in line with ITSM policies.
• Ensure consistent incident classification, prioritisation, escalation, resolution, and closure.
• Define and monitor standards for root cause analysis and corrective actions.
• Support major incident governance, stakeholder communication, and post-incident reviews.
• Identify recurring incidents and drive improvements to prevent disruptions.
• Maintain process documentation, governance controls, and knowledge articles.
• Monitor KPIs such as SLA, MTTR, incident volumes and backlog.
• Prepare management reports and support audits and risk reviews.
• Identify opportunities for automation and tooling enhancements.
• Deliver training and guidance to technical teams.
• Coordinate with Group Process Management and regional stakeholders to improve adoption.

Skills

Incident Mgmt

Problem Mgmt

ITIL Practices

ITSM Tools

Stakeholder Mgmt

Tools

ServiceNow

Remedy

Jira Service Management

Job description

APAR TECHNOLOGIES PTE. LTD. seeks an experienced ITSM-focused professional to lead Incident and Problem Management. You will drive governance, root cause analysis, and continual improvement across groups and regions.

The role requires hands-on ITIL expertise, strong stakeholder management, and the ability to deliver training and process guidance to technical teams. This position is based in Singapore and involves collaboration with global stakeholders.