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Incident & Problem Manager (Banking, 1-year renewable contract) - EVOLUTION RECRUITMENT SOLUTIONS PTE. LTD.

EVOLUTION RECRUITMENT SOLUTIONS PTE. LTD.Islandwide, SG

12 days ago

Job description

Roles & Responsibilities

Key Responsibilities

Manage incidents in collaboration with multiple IT teams to ensure speedy resolution with minimal business impact.
Ensure Incident and Problem Management processes comply with ITIL best practices, SLAs, and organizational needs.
Provide triage support for banking and payments applications across APAC, EMEA, and AMRS / global regions.
Drive end-to-end triages with technical and business partners, applying problem-solving and creative approaches to recover services promptly.
Deliver timely communications and updates to senior technology and business executives during incident resolution.
Conduct problem investigations, ensuring root causes are identified, documented, and resolved.
Manage known errors and operational workarounds with complete documentation.
Act as Subject Matter Expert in Incident Management and support alignment with Change and Problem Management teams.
Establish and implement analytical practices to produce critical management information and operational performance reports.
Monitor and improve change success rates while reducing business impact.
Define, document, and implement operational standards, policies, and service levels.
Provide input and feedback in senior management meetings.
Track risks and issues in line with internal standards.
Quickly adapt to existing systems and processes, identifying gaps and opportunities for improvement.
Proactively track and report on activities, prioritizing tasks and forecasting conflicts.
Enhance knowledge of technical and functional aspects of supported applications through documentation and peer collaboration.

Key Requirements

Bachelor’s / Master’s degree in IT, Computer Science, or related field.

8–14 years of experience in Incident Management or IT Service Support roles.

ITIL V3 Foundation Certification.

Strong background in IT support, service delivery, and process documentation.

Proven ability to integrate best practices into process design for continuous improvement.

Excellent communication skills, both verbal and written, with the ability to engage across all management levels.

Proactive, results-driven, detail-oriented, and adaptable to high-pressure environments.

Strong team player with the ability to handle multiple priorities independently.

Exposure to Risk Management standards and practices.

Desired Skills

Experience in process design and improvement tools (e.g., Six Sigma, DMAIC).

Background in large enterprise IT environments.

Experience in the financial sector.

Familiarity with software development methodologies.

Tell employers what skills you have

Excellent Communication Skills

Forecasting

DMAIC

Risk Management

Adaptable

Problem Management

Banking

ITIL

Team Player

Six Sigma

Software Development

Incident Management

Service Delivery

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Incident Manager • Islandwide, SG