Senior Incident & Problem Process Manager

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

APAR TECHNOLOGIES PTE. LTD. seeks an experienced ITSM-focused professional to lead Incident and Problem Management. You will drive governance, root cause analysis, and continual improvement across groups and regions.

The role requires hands-on ITIL expertise, strong stakeholder management, and the ability to deliver training and process guidance to technical teams. This position is based in Singapore and involves collaboration with global stakeholders.

Qualifications

• Minimum 8 years of IT experience in operations, production or ITSM.
• Hands-on in Incident, Problem and Major Incident Management.
• Strong ITIL knowledge across modules and continual improvement.
• Experience with ITSM tools such as ServiceNow, Remedy or Jira.
• Understanding of Unix, Windows, networks, databases and monitoring.

Responsibilities

• Manage and improve Incident and Problem Management processes in line with ITSM policies.
• Ensure consistent incident classification, prioritisation, escalation, resolution, and closure.
• Define and monitor standards for root cause analysis and corrective actions.
• Support major incident governance, stakeholder communication, and post-incident reviews.
• Identify recurring incidents and drive improvements to prevent disruptions.
• Maintain process documentation, governance controls, and knowledge articles.
• Monitor KPIs such as SLA, MTTR, incident volumes and backlog.
• Prepare management reports and support audits and risk reviews.
• Identify opportunities for automation and tooling enhancements.
• Deliver training and guidance to technical teams.
• Coordinate with Group Process Management and regional stakeholders to improve adoption.

Skills

Incident Mgmt

Problem Mgmt

ITIL Practices

ITSM Tools

Stakeholder Mgmt

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Key Responsibilities

• Manage and improve Incident and Problem Management processes in line with Group ITSM policies and standards.

• Ensure consistent incident classification, prioritisation, escalation, resolution, and closure.

• Define and monitor standards for root cause analysis, corrective actions, and preventive measures.

• Support major incident governance, stakeholder communication, and post-incident reviews.

• Identify recurring incidents and drive improvements to prevent service disruptions.

• Maintain process documentation, procedures, governance controls, and knowledge articles.

• Monitor KPIs such as SLA performance, MTTR, incident volumes, problem backlog, and corrective action closure.

• Prepare management reports and support audit, compliance, and operational risk reviews.

• Identify opportunities for workflow automation, reporting improvements, and ITSM tool enhancements.

• Deliver training, coaching, and process guidance to technical and operational teams.

• Coordinate with Group Process Management and regional stakeholders to improve process adoption.

Requirements

• Minimum 8 years of overall IT experience, preferably in IT operations, production support, application support, infrastructure support, or IT service management.

• Hands-on experience in Incident Management, Problem Management, Major Incident Management, or ITSM governance.

• Strong knowledge of ITIL practices, including Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity, and Continual Improvement.

• Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.

• Understanding of Unix, Windows, networks, databases, middleware, MQ, scheduling, storage, and monitoring technologies.

• Strong skills in root cause analysis, reporting, stakeholder management, and process improvement.

Preferred Qualifications

• Experience in banking, capital markets, corporate banking, or other regulated technology environments.

• Exposure to operational resilience, audit, operational risk, and regulatory controls.
  

  EA Number: 11C4879