Problem Manager (Banking | 1 year renewable)

GMP Technologies; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology recruitment agency is seeking a Problem Manager based in Singapore. This role involves establishing the problem management framework, leading investigations for major incidents, and managing problem records using ITIL processes. The ideal candidate will have at least 6 years of experience in incident/problem management, ideally within banking or financial services. Proficiency in ServiceNow is essential. This opportunity offers a chance to significantly impact operational efficiency and problem resolution strategies.

Qualifications

• Minimum 6 years of experience in Incident and/or Problem Management.
• Strong understanding of ITIL processes.
• Prior experience in banking or financial services is advantageous.

Responsibilities

• Establish and maintain the problem management framework.
• Lead root-cause investigations for major incidents.
• Manage the lifecycle of problem records adhering to ITIL processes.

Skills

ITIL Incident and Problem Management

Coordination of IT technical investigations

Collaborative skills with distributed teams

Proficient in Microsoft Excel

Strong knowledge of ServiceNow

Tools

ServiceNow

Microsoft PowerPoint

Microsoft Visio

Job description

Problem Manager (Banking | 1 year renewable)

Responsibilities

• Establish and maintain the problem management framework, including RACI, investigation methods, and team training.
• Lead root‑cause investigations for P1/P2 major incidents and ensure consistent problem resolution.
• Manage the full lifecycle of problem records and enforce adherence to ITIL processes.
• Prepare post‑incident reports and regular KPI updates for management.
• Facilitate problem management meetings and collaborate closely with technical teams.
• Identify operational issues, trends, and service improvement opportunities.
• Maintain and update problem records, Known Error Database (KEDB), and CMDB‑related actions.
• Act as Incident Manager during critical situations when required.

Requirements:

• Minimum 6 years of working experience in Incident and/or Problem Management.
• Strong understanding of ITIL Incident and Problem Management processes.
• Prior experience in banking or financial services environments is advantageous.
• Good understanding of Change, Configuration, and Availability Management.
• Proven ability to coordinate complex IT technical investigations.
• Experience working with diverse and geographically distributed teams.
• Proficient in Microsoft Excel, PowerPoint, and Visio.
• Strong working knowledge of ServiceNow for managing problem records.

To learn more about this opportunity, please contact Yingying at [e-mail]

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job‑matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation‑wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltds PDPA and e2is PDPA.