You will be responsible for managing and improving the ITIL-aligned processes of Incident, Change, and Problem Management. This role ensures the swift resolution of IT incidents, smooth implementation of changes, and the proactive resolution of underlying problems. The position requires strong leadership, process management skills, and collaboration with technical teams, vendors, and stakeholders to maintain high service availability and minimize business disruption.
Responsibilities:
- Oversee the full incident lifecycle, ensuring timely resolution of IT incidents and minimizing impact on business operations.
- Coordinate with IT teams and vendors to escalate and resolve incidents within agreed Service Level Agreements (SLAs).
- Provide communication and status updates to stakeholders during major incidents.
- Conduct incident post-mortem reviews to identify root causes and implement preventative measures.
- Monitor change performance metrics and continuously improve the process.
- Problem Management: Identify and analyze root causes of recurring incidents and implement permanent fixes to prevent future occurrences.
- Collaborate with technical teams to perform detailed problem investigations and trend analysis.
- Maintain process documentation and ensure compliance with regulatory and security standards.
- Ensure adherence to ITIL best practices for Incident, Change, and Problem Management.
- Provide regular reports on KPIs, SLAs, and process effectiveness to leadership.
Requirements:
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Min 5 years of experience in IT Incident, Change, and Problem Management or a similar role.
- Strong understanding of ITIL frameworks and IT service management best practices.
- Excellent problem-solving and decision-making skills.
- Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
- ITIL v3/v4 certification preferred
Interested candidate please send your detailed resume to [email protected]
Careerally Pte Ltd | EA Licence: 24C2215
EA Personnel Name: Hon Csia Fui (Han Jiahui)
EA Personnel No: R1875919
