Incident & Problem Manager (L3)

Incident & Problem Manager 2 Years Contract (Renewable & Convertible) - Singapore

We are seeking an experienced Incident Manager to join our team on a 2-year contract, with the potential for renewal or conversion to a permanent role.

In this position, you will oversee and streamline incident and problem management for critical in-house applications.

This is a leadership role requiring expertise in managing cross-functional teams, driving operational improvements, and setting up a structured problem management framework.

The ideal candidate will have strong strategic thinking, technical expertise, and excellent communication skills to guide teams and collaborate effectively with leadership.

Day-to-Day Responsibilities:

• Drive quick resolution of incidents and coordinate with L2/L3 support teams.
• Escalate cases to prevent SLA breaches and delays.
• Participate in regular incident review meetings and generate periodic service reports for stakeholders.
• Analyse incident trends and monitor Incident Management KPIs.
• Conduct post-incident reviews to capture insights and improve processes.
• Lead root cause analysis (RCA) sessions and track problem ticket resolutions.
• Manage known errors to prevent incident recurrence.
• Monitor and report on problem management KPIs.

An Ideal Candidate:

• 5+ years of experience in incident management and problem management.
• Strong communication and relationship management skills.
• Analytical and self-driven, with the ability to work independently.
• ITIL 4 certification preferred experience with ServiceNow is a plus.

This is a 2 years contract to start, renewable and convertible to permanent.

EA License Number: 16S8131

Recruiter License Number: R22105628