Senior IT Incident & Problem Manager – Banking ITIL Leader

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

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