全职 Senior Incident - Problem Process Manager 工作, 薪水 up to SGD 10,000, APAR TECHNOLOGIES PTE. LTD. Central Region (Singapore) 公司招聘中 - Ricebowl

Key Responsibilities

• Manage and improve Incident and Problem Management processes in line with Group ITSM policies and standards.

• Ensure consistent incident classification, prioritisation, escalation, resolution, and closure.

• Define and monitor standards for root cause analysis, corrective actions, and preventive measures.

• Support major incident governance, stakeholder communication, and post-incident reviews.

• Identify recurring incidents and drive improvements to prevent service disruptions.

• Maintain process documentation, procedures, governance controls, and knowledge articles.

• Monitor KPIs such as SLA performance, MTTR, incident volumes, problem backlog, and corrective action closure.

• Prepare management reports and support audit, compliance, and operational risk reviews.

• Identify opportunities for workflow automation, reporting improvements, and ITSM tool enhancements.

• Deliver training, coaching, and process guidance to technical and operational teams.

• Coordinate with Group Process Management and regional stakeholders to improve process adoption.

Requirements

• Minimum 8 years of overall IT experience, preferably in IT operations, production support, application support, infrastructure support, or IT service management.

• Hands-on experience in Incident Management, Problem Management, Major Incident Management, or ITSM governance.

• Strong knowledge of ITIL practices, including Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity, and Continual Improvement.

• Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.

• Understanding of Unix, Windows, networks, databases, middleware, MQ, scheduling, storage, and monitoring technologies.

• Strong skills in root cause analysis, reporting, stakeholder management, and process improvement.

Preferred Qualifications

• Experience in banking, capital markets, corporate banking, or other regulated technology environments.

• Exposure to operational resilience, audit, operational risk, and regulatory controls.
  

  EA Number: 11C4879