Problem Manager

Quesscorp Singapore Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading operational management firm in Singapore seeks an experienced Incident/Problem Manager. Responsibilities include investigating service incidents, managing problem records, and ensuring effective reporting. Ideal candidates will have over 6 years in the role, strong ITIL skills, and experience in a banking environment. This role offers a collaborative work environment focusing on operational excellence.

Qualifications

• Minimum 6 years of experience in Incident/Problem Manager Role.
• Detailed knowledge of ITIL Incident and Problem Management processes.
• Experience working in a banking environment.
• Ability to work effectively with diverse teams.

Responsibilities

• Participate in post mortem meetings.
• Drive investigations to identify root causes and service improvements.
• Manage problem record lifecycle to ensure tracking to resolution.
• Provide necessary reporting and drive resolutions.

Skills

Incident Management

Problem Management

ITIL Processes

Change Management

Coordination

Microsoft Excel

Microsoft Visio

Microsoft PowerPoint

Job description

Key Accountabilities

Participate in post mortem meetings

Drive investigations to identify the root cause, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)

Manage problem record lifecycle and ensure that problems are recorded and tracked to resolution.

Strong exposure to Service Now to support problem management process activities.

Pro-actively identify operational issues and trends.

Provide necessary reporting and drive resolution; working directly with technical teams

Monitors and Report on Key Performance Indicators (KPIs);

Facilitates and participates in problem management meetings with focus on recent major incidents, RCAstatus, incident trending, and operational issues.

Creating and updating of Problem Records as appropriate.

Organizing and chairing Problem Investigation and Problem Review Meetings.

Drive adoption of known errors database.

Drive CMDB anomaly remediation on a weekly basis with necessary problem records for medium/long term actions

Maintains inventory of problems under analysis and their current progress and status

Follow up issues and progress with problem owners where necessary.

Communicating all the problems and their impact to stakeholders in relevant forums.

Responsible for preparing daily/weekly/monthly Problem Management reports.

Responsible for preparing various KPIs.

Knowledge and Skills Requirements

• Proven working experience (minimum 6 years) in Incident / Problem Manager Role.
• Detailed knowledge of the ITIL Incident and Problem Management processes.
• Experience of working in a banking environment
• Good understanding of Change, Configuration and Availability processes.
• The ability to work and team effectively with stakeholders and other management personnel.
• Managerial competence.
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams.
• Proven experience working in an Operational environment.
• Excellent awareness of different cultures and working practices across the regions.
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Coordination skills: managing (complex) IT technical investigations.

Thanks,

Saghana Sithara