Senior Change Process Manager

trinity consulting services pte. ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

trinity consulting services pte. ltd. in Singapore is seeking an Incident Manager with 8+ years IT experience, preferably in IT operations, production support, or IT service management. The role focuses on owning major incidents, coordinating across teams, and ensuring proper execution of the incident process.

Knowledge of ITIL practices and ITSM tools such as ServiceNow, Remedy, or Jira Service Management is advantageous for effective governance and incident resolution.

Qualifications

• 8+ years of overall IT experience, with focus on operations, production or application support.
• Hands-on with change, release, incident, or problem management.
• Strong understanding of ITIL practices, especially Change Enablement and Incident Management.
• Experience using ITSM tools such as ServiceNow, Remedy, Jira Service Management.
• Ability to map infrastructure and application dependencies across Unix, Windows, networks, and databases.
• Experience in banking or regulated high-availability environments is a strong advantage.
• Exposure to audit, operational risk, controls, and resilience governance is beneficial.
• During major incidents, the incident manager owns the process and coordinates all teams.

Responsibilities

• During major incidents, the incident manager owns the process, coordinates owners and support teams, and ensures timely communications.

Skills

IT operations

Production support

Application support

Infrastructure support

ITSM

Service governance

Change management

Release management

Incident management

Problem management

ITIL practices

Tools

ServiceNow

Remedy

Jira Service Management

Job description

• Overall IT experience of 8 years or more, preferably in IT operations, production support, application support, infrastructure support, IT service management, or service governance.
• Hands-on experience with change management, release management, incident management, problem management, or ITSM process operations.
• Good understanding of ITIL practices, especially Change Enablement, Incident Management, Problem Management, Configuration Management, Service Validation, and Continual Improvement.
• Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent enterprise workflow platforms.
• Ability to understand infrastructure and application dependencies across technologies such as Unix, Windows, network, database, middleware, MQ, scheduling, storage, and monitoring ecosystems.
• Experience in banking, capital markets, corporate banking, regulated technology environments, or high-availability production environments is a strong advantage.
• Prior exposure to audit, operational risk, controls, regulatory expectations, production stability, or resilience governance would be beneficial.
• During major incidents, the incident manager is seen as the owner of the major incident, with overall responsibility for enforcing proper execution of the process, coordinating and overseeing individual incident owners and support teams involved in troubleshooting, and ensuring meaningful communication is sent on time to the relevant stakeholders.