Responsibilities

• Establish and maintain the problem management framework, including RACI, investigation methods, and team training.
• Lead root-cause investigations for P1/P2 major incidents and ensure consistent problem resolution.
• Manage the full lifecycle of problem records and enforce adherence to ITIL processes.
• Prepare post-incident reports and regular KPI updates for management.
• Facilitate problem management meetings and collaborate closely with technical teams.
• Identify operational issues, trends, and service improvement opportunities.
• Maintain and update problem records, Known Error Database (KEDB), and CMDB-related actions.
• Act as Incident Manager during critical situations when required.

Requirements:

• Minimum 6 years of working experience in Incident and/or Problem Management.
• Strong understanding of ITIL Incident and Problem Management processes.
• Prior experience in banking or financial services environments is advantageous.
• Good understanding of Change, Configuration, and Availability Management.
• Proven ability to coordinate complex IT technical investigations.
• Experience working with diverse and geographically distributed teams.
• Proficient in Microsoft Excel, PowerPoint, and Visio.
• Strong working knowledge of ServiceNow
  for managing problem records.

To apply, please visit www.gmprecruit.com and search for Job Reference: W335393W

To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltds PDPA and e2is PDPA.