IT Problem Manager

About the role

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.

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