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 venessagoh@recruitexpress.com.sg Venessa Goh Wee Ni R24124686 Recruit Express Pte Ltd EA License No: 99C4599 We regret that only shortlisted candidates will be contacted.