Job Title: IT Problem Manager
Monthly Salary: $8,500 - $11,000 SGD
Location: Singapore
Employment Type: Full-time, Permanent
Roles & Responsibilities
- Own the end-to-end Problem Management process
- Conduct root cause analysis for major incidents and recurring issues
- Facilitate post-incident reviews and document RCAs
- Track problem records to closure, ensuring permanent fixes are implemented
- Perform trend analysis on incident data to identify proactive improvement opportunities
- Collaborate with technical teams to identify and implement preventive measures
- Maintain Known Error Database (KEDB) and workarounds
- Present problem management findings to IT leadership
- Drive reduction in incident volumes through proactive problem resolution
- Continuously improve problem management processes and tools
- Coordinate with Change Management to ensure preventive changes are scheduled
- Report on problem management KPIs (MTTR reduction, incident recurrence rates)
Job Requirements
- Bachelor's Degree in Information Technology or related field
- Minimum 7 years of experience in IT service management, with at least 3 years in problem management
- ITIL 4 Managing Professional certification required
- Strong analytical and data analysis skills (Power BI, Tableau, or Excel)
- Experience with ServiceNow or similar ITSM platform
- Excellent facilitation and communication skills
- Understanding of root cause analysis techniques (5 Whys, Fishbone, Fault Tree Analysis)
- Proven track record of reducing incident volumes
- Ability to drive cultural change toward proactive problem management
- Singaporeans and PRs are encouraged to apply.
