Senior Change Process Manager

Trinity Consulting Services; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Trinity Consulting Services seeks an experienced IT Incident Manager to lead major incident response, coordinating diverse teams across IT operations and service governance. You will ensure timely incident resolution and clear stakeholder updates, contributing to resilience and continual improvement of ITSM practices.

The role requires 8+ years in IT with hands-on ITSM and ITIL process experience, plus familiarity with tools like ServiceNow, Remedy, or Jira Service Management.

Qualifications

• 8+ years IT experience, 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.

Responsibilities

• Owns major incidents during outages, coordinating incident owners and support teams to troubleshoot and restore services.
• Ensures timely and clear communication to stakeholders during incident events.
• Participates in continual improvement activities for ITSM processes and resilience governance.

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.