Incident and Problem Management Consultant (2 Year Contract)

Job Summary

You will be working with our client who are well renowned in the public and financial sector. You will be part of the IT Service Management (ITSM) team to oversee Incidents, Problems, Changes & Service Requests utilising the ServiceNow platform.

Responsibilities

Incident Management:

• Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
• Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
• Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
• Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure

Change Management and service Request management:

• Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
• Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow

Strategic ITSM Operations:

• Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
• Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
• Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
• Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent.
• Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment.
• Comprehensive knowledge of ITIL framework and ITSM best practices.
• Experience in managing major incident responses and facilitating investigation activities
• Proven ability to manage communications during high-pressure incident situations.
• Experience facilitating cross-functional meetings and presenting to senior management.
• Strong documentation skills for creating process guides and post-incident reports.
• Demonstrate strong coordination abilities and stakeholder management skills
• Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests
• Experience in developing service catalogues in ServiceNow
• Ability to work effectively in a fast-paced environment
• Strong analytical, problem-solving, and time management abilities
• Relevant professional certifications in ITIL or ITSM are desirable
• Knowledge of SRE best practices would be advantageous

If you are interested in this role and would like to discuss the opportunity further please click apply now or email Chew Kai-Xinn at [email protected] for more information.

Only shortlisted candidates will be responded to, therefore if you do not receive a reply within 14 days please accept this as notification that you have not been shortlisted.

Morgan McKinley Pte Ltd

Chew Kai-Xinn

EA Licence No: 11C5502

EAP Registration No: R2196712