IT Problem Analyst, AVP

OCBC Group; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive base salary

Holistic benefits

Community initiatives

Learning & development

Wellbeing programs

Job summary

OCBC Group in Singapore is seeking an IT Problem Analyst to support the Problem Manager and drive end-to-end lifecycle improvements.

The role focuses on RCA documentation, KEDB management, trend analysis and robust reporting to prevent incident recurrence and boost service stability. You will collaborate with Service Desk and technical teams to deliver data-driven remediation.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• At least 5yrs in IT Operations or Service Management; exposure to Problem Management preferred.
• Familiarity with ITIL practices (Incident, Problem, Change); ITIL v4 certification is an advantage.
• Strong analytical, documentation, and communication skills.
• Ability to work collaboratively across teams and manage multiple priorities.

Responsibilities

• Assist in the Problem Management lifecycle: detection, logging, categorization, prioritization, RCA documentation, workaround updates, known error recording, and closure.
• Perform proactive analysis: identify recurring issues through trend, pattern, and correlation analysis across incident, change, and monitoring data.
• Support RCA sessions: participate in root cause investigations and document findings with remediation actions.
• Coordinate remediation plans: liaise with technical teams and Change Management to ensure fixes are risk‑assessed and scheduled appropriately.
• Maintain accurate and actionable KEDB entries, including symptoms, impacted services, root causes, workarounds, and permanent fix status.

Skills

Analytical skills

Documentation

Communication skills

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Job description

WHO WE ARE:

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Job Purpose

The IT Problem Analyst supports the IT Problem Manager in executing the end-to-end Problem Management lifecycle. This role focuses on detailed analysis, documentation, and coordination to prevent incident recurrence and improve service stability. The Problem Analyst ensures accurate RCA outputs, maintains the Known Error Database (KEDB), and provides actionable insights through trend analysis and reporting.

Key Responsibilities

Problem Management (ITIL-aligned)

Assist in the Problem Management lifecycle: detection, logging, categorization, prioritization, RCA documentation, workaround updates, known error recording, and closure. Perform proactive analysis: identify recurring issues through trend, pattern, and correlation analysis across incident, change, and monitoring data. Support RCA sessions: participate in root cause investigations (e.g., 5 Whys, fishbone diagrams); document findings and ensure remediation actions are tracked. Workaround management: update and validate workarounds in KEDB; ensure they are communicated to Service Desk and Technology Command Centre for rapid incident resolution. Coordinate remediation plans: liaise with technical teams and Change Management to ensure fixes are risk-assessed and scheduled appropriately.

Known Error Database (KEDB) Management

Maintain accurate and actionable KEDB entries, including symptoms, impacted services, root causes, workarounds, and permanent fix status. Ensure KEDB integration with Incident Management workflows for quick search and application. Monitor KEDB usage and effectiveness (search success rate, application rate) and recommend improvements.

Analytics & Reporting

Build dashboards and reports on problem trends, RCA progress, and remediation status. Provide insights on recurring incidents, MTTR, and change-induced failures to support continuous improvement.

Stakeholder Collaboration

Work closely with Problem Manager, Service Desk, Technology Command Centre, and technical teams to ensure timely updates and governance compliance. Communicate clearly during problem reviews and provide data-driven recommendations.

Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field. At least 5yrs in IT Operations or Service Management; exposure to Problem Management preferred. Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage. Strong analytical, documentation, and communication skills. Ability to work collaboratively across teams and manage multiple priorities.

Side note: This role requires 100% work in office and is based at Loyang.

What we offer:

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

Let's build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world's highest credit rating (Aa1 by Moody's and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients' goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.