VP, Incident & Problem Management (ITIL-Driven)

GIC Private Limited; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

GIC Private Limited in Singapore seeks a VP to lead Incident and Problem Management within the Technology Group. You will own the full lifecycle from detection to RCA, coordinating a 24x7 global team to ensure service reliability.

The role requires 6+ years in ITSM, strong RCA capabilities, and hands-on ServiceNow experience. Office-based in Tampines with on-call duties and continuous improvement focus.

Qualifications

• 6+ years of ITSM experience as Incident Manager or Problem Manager.
• Strong RCA skills using structured methods (5 Whys, Ishikawa, Kepner-Tregoe).
• Proven ability to lead Major Incident Management and War Room activations.

Responsibilities

• Manage the Incident Management space with on-call coverage including after-hours and weekends.
• Oversee and continuously improve the Incident Management process; document and standardize practices.
• Monitor performance metrics and dashboards to drive improvements.
• Lead Major Incident Management including formal declaration and War Room operations.
• Coordinate resolution and communication; maintain clear incident records in ITSM tools.
• Manage the Problem Management function to strengthen ITSM/ITSO practices.
• Perform RCA using established methodologies and present findings in PM Review Forum.
• Collaborate with ServiceNow team to optimize the ITSM/Problem Management module.
• Conduct lessons learned to strengthen prevention and response strategies.
• Train and mentor teams on RCA techniques and ITIL 4 protocols.

Skills

Incident Management

Problem Management

ITIL 4

Root Cause Analysis

Major Incident Management

ServiceNow

Tools

ServiceNow

Job description

GIC Private Limited in Singapore seeks a VP to lead Incident and Problem Management within the Technology Group. You will own the full lifecycle from detection to RCA, coordinating a 24x7 global team to ensure service reliability.

The role requires 6+ years in ITSM, strong RCA capabilities, and hands-on ServiceNow experience. Office-based in Tampines with on-call duties and continuous improvement focus.