Senior Incident & Problem Process Manager

Trinity Consulting Services; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Trinity Consulting Services in Singapore is seeking an experienced IT operations professional with 8+ years of hands-on incident and problem management, ITIL-based governance, and service governance. The role focuses on delivering high-availability production support and advancing service continuity across regional teams.

Candidates should have strong ITSM tooling experience (ServiceNow, Remedy, Jira Service Management) and solid knowledge of Unix/Windows, networks, databases, middleware, and

Qualifications

• 8+ years IT experience, preferably in IT operations, production/app/infra support, ITSM governance or service governance.
• Hands-on experience with incident management, problem management, Major Incident Management or ITSM governance activities.
• Strong understanding of ITIL practices, particularly Incident, Problem, Service Desk, Change Enablement, Service Continuity and Continual Improvement.

Responsibilities

• Support ITSM governance and operations to ensure high availability and reliable service delivery.
• Collaborate across regional teams to manage incidents and problems and drive continual improvement.

Skills

Incident management

Problem management

ITIL practices

Service Desk

Change Enablement

Operational resilience

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 incident management, problem management, Major IncidentManagement, Service Operations or ITSM governance activities.

Strong understanding of ITIL practices, particularly Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity, and Continual Improvement.

Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management orequivalent enterprise workflow platforms.

Solid understanding of infrastructure and application ecosystems, including Unix,Windows, Networks, Databases, Middleware, MQ, Scheduling, Storage andMonitoring technologies.

Experience in banking, capital markets, corporate banking, regulated technology environments, or other high-availability production environments is a strong advantage.

Prior exposure to operational resilience, audit, operational risk, controls orregulatory environments would be beneficial.

Fluency in French is required to support French-speaking stakeholders and group teams while operating effectively in English across Singapore and regional teams.