IT Problem Manager

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.