Incident & Problem Management (ITSM)

Incident Management

• Manage the Incident Management (IM) space, ensuring timely communication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty
• Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed.
• Monitor performance metrics and dashboards to identify and drive process improvements.
• Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre).
• Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication.
• Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions.

Problem Management

• Manage the Problem Management function to strengthen ITSM/ITSO practices.
• Perform Root Cause Analysis using methods such as 5 Whys, Ishikawa, or Kepner-Tregoe.
• Present the RCA in the PM Review forum and permanent fix and drive continuous improvement of the technology service Operations.
• Train and support members on problem management processes, emphasizing RCA processes & protocols.
• Work with the ServiceNow team to improve the ITSM Problem Management module according to ITIL 4 standards.
• Conduct lessons learned to strengthen prevention and response strategies.

Requirement

• 6 years of experience in the IT Service Management space operating as an Incident Manager or Problem Manager.
• Lead and manage the Problem Management function to strengthen overall ITSM/ITSO practices and enhance service reliability.
• Perform structured Root Cause Analysis (RCA) using proven methodologies such as 5 Whys, Ishikawa (Fishbone Diagram), and Kepner-Tregoe to identify underlying causes of recurring issues.
• Present RCA findings and permanent corrective actions in the Problem Management Review Forum, driving continuous improvement across technology service operations.
• Collaborate with cross-functional teams to ensure timely implementation of permanent fixes and preventive measures.
• Train and mentor team members on Problem Management processes, emphasizing RCA techniques, documentation standards, and adherence to ITIL 4 protocols.
• Partner with the ServiceNow platform team to enhance and optimize the Problem Management module, ensuring alignment with ITIL 4 best practices and organizational needs.
• Facilitate “lessons learned” sessions following major incidents or problems to strengthen prevention, response, and recovery strategies.
• Continuously review and refine Problem Management processes to improve efficiency, reduce recurrence, and support proactive service stability.

Interested applicants please send your resume to ***email_hidden***

Venessa Goh Wee Ni

R24124686

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.