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.

IT Problem Manager