Description

About the job
We are looking for Incident Manager for one of our clients in Singapore. For you to be successful in the role, you should possess at least 5+ years of experience in IT incident management or related IT service management roles.
Key Responsibilities:
Lead and coordinate the incident management process from detection through resolution and post-incident review
Serve as the primary point of contact during major incidents, facilitating communication between technical teams, business stakeholders, and senior management
Perform root cause analysis and diagnostic assessments to identify incident patterns and systemic issues
Manage and maintain incident tickets in Jira and ServiceNow, ensuring accurate documentation and timely updates
Develop and refine incident management processes, procedures, and escalation paths in alignment with ITIL best practices
Produce incident reports, metrics, and KPIs for management review and regulatory requirements
Collaborate with problem management and change management teams to prevent incident recurrence
Ensure incident management processes meet banking regulatory and compliance standards (MAS, internal audit requirements)

Required Skills & Experience:
Minimum 5+ years of experience in IT incident management or related IT service management roles
Banking / Financial Services experience is mandatory
ITIL Certification (Foundation or higher) required
Strong proficiency with Jira and ServiceNow ticketing systems
Process-oriented mindset with strong analytical and diagnostic skills
Excellent communication and stakeholder management abilities
Ability to work under pressure and manage multiple priorities during critical incidents
Understanding of banking IT infrastructure, core banking systems, and service delivery environments

Requirements added by the job poster

• 5+ years of work experience with Incident Management

• 3+ years of Banking experience

• 4+ years of work experience with Ticketing Systems

Key Skills

Education

Any Graduate