Senior IT Incident & Problem Manager

Eames Consulting; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

Eames Consulting in Singapore is partnering with a premier global financial institution to hire a Senior IT Incident & Problem Manager for a critical contract engagement. This role sits at the heart of technology operations, ensuring high availability and resilience across enterprise infrastructure, applications, and end-user services.

If you are a seasoned ITSM professional who thrives in high-stakes environments and excels at driving system stability at scale, this is an opportunity to make a

Qualifications

• 10+ years of dedicated IT Service, Incident, and Problem Management experience within banking/financial services.
• Hands-on understanding of complex IT environments: Infrastructure, Applications, End-User Support.
• Deep knowledge of ITIL concepts and Site Reliability Engineering (SRE) principles.
• Well-versed in regional Technology Risk Management (TRM) guidelines and banking compliance standards.
• Leadership under fire: crisis management and stakeholder communication for executive audiences.
• Experience with enterprise ITSM tools; ServiceNow expertise is highly advantageous.

Responsibilities

• Major Incident Management: act as lead during high-priority outages, triage incidents, mobilize cross-functional teams, and drive rapid resolutions.
• Problem Management & RCA: co-own end-to-end process, lead post-mortems and RCAs to prevent recurrence.
• SLA & Performance Governance: track incidents, analyze SLA breaches, and report KPIs to senior leadership.
• Regulatory & Risk Compliance: align ITSM with TRM guidelines and support audit remediation.
• Process Optimization: continually improve incident, problem, and service level management frameworks across the organization.

Skills

ITIL

Incident management

Problem management

SRE principles

Stakeholder communication

ServiceNow

Tools

ServiceNow

Job description

We are partnering with a premier global financial institution in Singapore to hire a Senior IT Incident & Problem Manager for a critical contract engagement. This position sits at the heart of the bank's technology operations, ensuring high availability and resilience across enterprise infrastructure, applications, and end-user services.

If you are a seasoned ITSM professional who thrives in high-stakes environments and excels at driving system stability at scale, this is an opportunity to make a significant impact.

What You Will Do:

• Major Incident Management: Act as the primary commander during high-priority outages. Triage critical incidents, mobilize cross-functional technology teams, and drive rapid resolution to minimize business impact.


• Problem Management & RCA: Co-own the end-to-end Problem Management process. Lead comprehensive post-mortems and Root Cause Analyses (RCAs) to identify systemic issues and prevent recurrence.


• SLA & Performance Governance: Track incident trends, analyze SLA breaches, and produce critical performance reporting (KPIs) for senior leadership.


• Regulatory & Risk Compliance: Ensure all IT Service Management practices align with strict financial regulatory standards (including TRM guidelines) and support internal/external audit remediation efforts.


• Process Optimization: Continuously evaluate and improve the effectiveness of incident, problem, and service level management frameworks across the organization.

What We Are Looking For:

• Industry Experience: A minimum of 10 years of dedicated IT Service, Incident, and Problem Management experience strictly within the banking or financial services sector.


• Technical Breadth: Strong hands-on understanding of complex IT environments, spanning Infrastructure, Applications, and End-User Support.


• Methodologies: Deep, practical knowledge of ITIL concepts and a solid grasp of Site Reliability Engineering (SRE) principles.


• Regulatory Knowledge: Well-versed in regional Technology Risk Management (TRM) guidelines and banking compliance standards.


• Leadership Under Fire: Exceptional crisis management and stakeholder communication skills. You must be able to remain composed in high-stress scenarios, influence engineering teams without direct authority, and communicate clearly to executive audiences.


• Platform Expertise: Proven experience utilizing enterprise ITSM tools, with ServiceNow expertise being highly advantageous.

Due to current visa quota limitations, we are unfortunately only able to consider candidates who are already based in Singapore and possess the existing right to work locally without requiring sponsorship.