AVP, Incident & Problem Management

Hiring Now: AVP, Incident & Problem Management (2 Positions)

Location: Capital Tower, Singapore

Work Arrangement: 5 Days Onsite

Contract Duration: 12 Months (Extendable)

Salary: Competitive and aligned with candidate experience & market standards

Working Hours: Standard Singapore Business Hours + Rotational On-Call Support

We are partnering with a leading global financial institution to hire experienced AVP, Incident & Problem Management professionals within the Infrastructure & Cybersecurity Resilience (ICR) team.

As part of a mission-critical technology organization, you will play a key role in ensuring service resilience, operational stability, and rapid recovery from technology incidents across enterprise infrastructure environments.

Key Responsibilities

Incident Management

Lead Major Incident Management activities and act as the escalation point for critical incidents.

Coordinate cross-functional technical teams during high-severity incidents.

Drive timely communication to stakeholders and senior management.

Facilitate War Rooms / Virtual Command Centers during service disruptions.

Monitor incident trends, KPIs, and service performance metrics.

Manage incident lifecycle from detection through resolution and closure.

Participate in rotational after-hours and weekend on-call support.

Problem Management

Lead and strengthen Problem Management practices aligned to ITIL 4.

Conduct detailed Root Cause Analysis (RCA) using:

• 5 Whys

• Ishikawa (Fishbone)

• Kepner-Tregoe

Present RCA findings and remediation plans to leadership forums.

Drive implementation of permanent fixes and preventive measures.

Facilitate lessons learned sessions and continuous improvement initiatives.

Collaborate with ServiceNow teams to enhance Problem Management workflows.

Coach and mentor teams on ITIL best practices and RCA methodologies.

Requirements

6+ years of experience in Incident Management and/or Problem Management.

Strong expertise in ITIL 4 Service Management practices.

Proven experience leading Major Incident bridges and stakeholder communications.

Hands-on experience with ServiceNow ITSM.

Strong analytical and problem-solving skills.

Experience within Banking, Financial Services, or other highly regulated environments is highly preferred.

Excellent communication and stakeholder management skills.

Why Join

• Work with a globally recognized financial institution.

• Exposure to enterprise-scale infrastructure and cybersecurity operations.

• Opportunity to influence service resilience and operational excellence.

• Collaborative, high-performing technology environment.

Interested candidates, please send your updated CV to:

[Confidential Information]

WhatsApp: +65 3152 2521

#Hiring #IncidentManagement #ProblemManagement #ITIL4 #ServiceNow #MajorIncidentManagement #RootCauseAnalysis #FinancialServices #BankingTechnology #ITSM #ITOperations #CyberSecurity #SingaporeJobs #TechJobs #InfrastructureOperations #AVPJobs