Senior Incident & Problem Process Manager

Job Description:

Incident Governance and Process Enforcement:

• Act as the Incident and Problem Process Manager and process guardian, with primary responsibility for strengthening governance, enforcing process discipline and ensuring consistent adoption of Incident and Problem Management practices across cross-regional teams.
• Ensure Incident and Problem Management processes remain aligned with Group ITSM policies, operational control expectations and Group reporting standards.
• Define, maintain and reinforce standards for incident lifecycle execution, including incident categorization, prioritization, escalation, communication, resolution management and closure quality.
• Define and maintain standards for Problem Management, including root cause analysis quality, corrective action tracking, trend identification and knowledge capture.
• Identify recurring process deviations, inappropriate incident classification, ineffective escalation practices, weak root cause analysis or non-compliance with process requirements, and drive corrective actions through coaching, escalation, reporting and process improvement.
• Maintain and evolve process documentation, governance playbooks, operational procedures, standards, control points and knowledge articles in alignment with Group process evolution.

Major Incident Governance and Stakeholder Coordination:

• Define and reinforce governance expectations for major incidents, business-critical incidents and high-impact production disruptions.
• Ensure major incidents are managed consistently through established processes, including escalation, stakeholder engagement, communication, technical coordination and service restoration activities.
• Improve the quality and consistency of major incident management practices, ensuring roles, responsibilities and escalation paths are clearly understood and followed.
• Facilitate post-incident reviews and ensure lessons learned are properly documented, communicated and translated into measurable improvement actions.
• Act as a process escalation point for governance exceptions, unclear ownership, communication gaps, delayed escalations and recurring operational weaknesses.
• Strengthen collaboration between production support, infrastructure, application, security, business line IT and management stakeholders during incident response activities.

Problem Management and Root Cause Governance:

• Own and drive the governance framework for Problem Management across technology domains and support organizations.
• Ensure significant incidents, recurring incidents, chronic service disruptions and operational risk events are systematically reviewed for problem investigation opportunities.
• Define and reinforce expectations for root cause analysis quality, corrective action planning, accountability and implementation tracking.
• Promote structured methodologies for root cause analysis and ensure investigations focus on sustainable prevention rather than short-term remediation.
• Ensure known errors, workarounds and preventive actions are documented and effectively communicated to support teams and stakeholders.
• Monitor and challenge overdue problem records, ineffective corrective actions and recurring incidents where underlying causes remain unresolved.
• Drive the reduction of recurring incidents through proactive problem identification, trend analysis and preventive control improvements.

Continuous Improvement and Process Maturity:

• Drive continuous improvement of Incident and Problem Management processes based on audit findings, recurring incidents, stakeholder feedback, operational pain points, root cause trends and Group process evolution.
• Define and maintain a prioritized process improvement backlog, coordinating with Group Process Management for validation, standardization and implementation where appropriate.
• Identify opportunities to simplify workflows, improve automation, strengthen controls, enhance reporting, improve data quality and reduce operational effort.
• Transform lessons learned from major incidents and problem investigations into process updates, governance enhancements, communication campaigns, training initiatives and preventive controls.
• Contribute to ITSM tooling evolution by defining process enhancement requirements, workflow improvements, automation opportunities, dashboard requirements and reporting capabilities.
• Benchmark local practices against Group expectations and drives closure of identified gaps through coaching, governance actions and process improvement initiatives.

Reporting, Controls and Management Information:

• Own and improve Incident and Problem Management reporting for senior management, governance forums, operational committees and Group Process Management.
• Monitor and analyze key process indicators such as Incident volumes, SLA performance, Major incident trends, Mean Time to Resolve (MTTR), Escalation effectiveness, Recurring incident rates, Problem backlog, Root cause analysis completion rates, Corrective action closure performance
• Preventive action effectiveness
• Provide actionable analysis of recurring trends, service weaknesses, risk areas and operational improvement opportunities.
• Maintain evidence for process controls, audit reviews, compliance assessments and governance reporting requirements.
• Track process actions, remediation plans, audit findings, preventive initiatives and governance commitments through to closure.
• Use reporting not only as an operational view but as a lever to improve service stability, accountability, process adoption and management awareness.

Requirements:

• Overall IT experience of 8 years or more, preferably in IT operations, production support, application support, infrastructure support, IT service management or service governance.
• Hands-on experience with Incident Management, Problem Management, Major Incident Management, Service Operations or ITSM governance activities.
• Strong understanding of ITIL practices, particularly Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity and Continual Improvement.
• Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management or equivalent enterprise workflow platforms.
• Solid understanding of infrastructure and application ecosystems, including Unix, Windows, Networks, Databases, Middleware, MQ, Scheduling, Storage and Monitoring technologies.
• Experience in banking, capital markets, corporate banking, regulated technology environments or other high-availability production environments is a strong advantage.
• Prior exposure to operational resilience, audit, operational risk, controls or regulatory environments would be beneficial.
• Willing to work primarily in early Paris Business Hours (typically between 12 noon - 9 pm SGT)