Senior SRE & Problem Management Lead - Incident Response

DBS Bank Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

DBS Bank Ltd is seeking an experienced ITSM professional to lead incident, problem and event management within a fast-paced banking technology environment. You will drive lifecycle processes, analyze root causes, and implement preventive actions to ensure service stability and reliability.

The role requires hands-on experience with ITSM tools (ServiceNow) and monitoring platforms (Splunk, AppDynamics, Geneos), plus strong stakeholder communication and crisis management skills.

Qualifications

• Degree in Computer Science, IT, or related field.
• Experience in IT Service Management (ITSM) with Incident, Problem, and Event Management.
• Knowledge of ITIL frameworks and relevant ITIL certifications advantageous.
• Hands-on with ITSM platforms (ServiceNow) and monitoring tools (Splunk, AppDynamics, Geneos).
• Strong analytical, troubleshooting, and decision-making skills under pressure.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead rapid recovery of high-priority incidents to minimize business impact.
• Drive ITSM lifecycle with RCAs and preventive actions.
• Oversee Event Management, optimize monitoring thresholds, and detect anomalies.
• Collaborate with cross-functional teams to maintain service stability.
• Define and report KPIs, SLAs, and operational metrics.
• Facilitate post-incident reviews and prepare technical reports for leadership.
• Identify and implement automation and continuous process improvements.

Skills

Incident management

Problem management

Event management

Service delivery

Stakeholder communication

Analytical thinking

Decision making under pressure

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Splunk

AppDynamics

Geneos

Job description

DBS Bank Ltd is seeking an experienced ITSM professional to lead incident, problem and event management within a fast-paced banking technology environment. You will drive lifecycle processes, analyze root causes, and implement preventive actions to ensure service stability and reliability.

The role requires hands-on experience with ITSM tools (ServiceNow) and monitoring platforms (Splunk, AppDynamics, Geneos), plus strong stakeholder communication and crisis management skills.