Incident Management / Problem Manager

Job description

​Incident Management / Problem Manager

Role Overview

We are seeking a skilled Incident Management / Problem Manager to lead the management of technology incidents, drive root cause analysis, and oversee continuous improvements in our IT operations. This role is crucial for minimizing disruptions caused by incidents, resolving issues efficiently, and implementing sustainable improvements that enhance overall system reliability and performance. You will be working closely with technical teams, vendors, and stakeholders to ensure smooth incident resolution and continuous operational improvement.

Incident and Problem Management

• Lead the resolution of critical incidents, ensuring timely identification, escalation, and resolution to minimize business disruptions.

• Serve as the primary escalation point, collaborating with internal teams, vendors, and senior management to ensure swift incident resolution.

• Ensure clear communication with stakeholders, including senior leadership and regulatory bodies, as needed.

• Conduct post-incident reviews (PIRs) to assess root causes, document lessons learned, and implement corrective actions to prevent recurrence.

• Maintain and manage a known error database, ensuring recurring issues are tracked and resolved effectively.

• Track and report on incident and problem management KPIs, identifying trends and areas for improvement.

Continuous Improvement

• Drive improvement initiatives to enhance IT service delivery, focusing on increasing system reliability and addressing operational inefficiencies.

• Define and prioritize improvement objectives aligned with business and IT goals, ensuring measurable outcomes.

• Develop and implement detailed plans for improvement projects, with clearly defined success metrics to track progress.

• Conduct thorough assessments of current processes, mapping the desired future state and monitoring progress toward its achievement.

• Tackle technical and operational challenges, including compliance, governance, and resource allocation, to support continuous improvement initiatives.

• Monitor the effectiveness of implemented solutions and adjust strategies to ensure sustained improvements.

Requirements

• 3–6 years of experience in incident and problem management within a large organization or regulated environment.

• Experience in the financial services sector or digital payments is preferred.

• Strong understanding of cloud technologies (AWS, Azure, etc.) and IT infrastructure components.

• Familiarity with IT service management tools, such as ServiceNow, is a plus.

• Proven expertise in problem-solving methodologies, incident management processes, and continuous improvement

  frameworks.

• Excellent analytical skills to identify trends, address inefficiencies, and drive process improvements.

• Strong communication skills with the ability to articulate complex technical issues to both technical and non-technical stakeholders.

• Self-motivated and proactive, with the ability to manage projects independently and drive results.

• ITIL 4 certification is required; additional ITIL qualifications are a plus.

Please contact Sheralynn Tjioe at SheralynnT@charterhouse.com.sg for a confidential discussion.

EA License no:16S8066 | Reg no.:R1878306

Only successful candidates will be notified.