Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Incident and Problem Management Manager
- Posted
- 19D AGO
About the role
About the Job
About the Job
The Incident and Problem Management Manager is responsible for ensuring the effective management of IT incidents and problems to minimize business impact and prevent recurrence. This role operates the end-to-end process, drives timely resolution of incidents, root cause analysis, and continuous improvement initiatives. Additionally, the works closely with a 24x7 Command Center operation, ensuring continuous monitoring, rapid response, and operational excellence. As a leader in both operational IT service operations supporting digital transformation, this role supports and champions AI adoption, process optimization, and shift-left strategies to enhance service delivery while reducing manual overhead whilst maintaining operational stability.
1. Incident Management:
- Runs the incident management process to ensure rapid restoration of services.
- Coordinate major incident response, including communication with stakeholders and escalation management.
- Ensure adherence to SLAs and KPIs for incident resolution.
- Maintain accurate incident records and reporting.
Problem Management:
- Drive root cause analysis for recurring incidents and major problems.
- Provide oversight to permanent fixes and preventive measures.
- Maintain the knowledgebase of problems and ensure effective knowledge sharing.
- Collaborate with engineering and operations teams to reduce recurring incident volume.
- Review Incident Trends for preventive measures to incident occurrence.
3. Process Governance & Continuous Improvement:
- Define and enforce incident and problem management policies and procedures, ensuring annual review is performed.
- Monitor process performance and identify improvement opportunities.
- Provide training and guidance to teams and partners on best practices.
- Prepare and present regular reports to senior management.
- Implement shift-left strategies to streamline Infra Operations responses to common alerts and incidents.
- Act as the point of contact for audits related to Incident and Problem Management
4. Stakeholder Management:
- Act as the escalation point of contact for incident and problem management.
- Communicate effectively with business units, vendors, and leadership during critical events.
- Ensure transparency and timely updates throughout the incident lifecycle, including post-incident reporting to Group Risk Management.
- Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
- Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
- Highlights any potential concerns /risks and proactively shares best risk management practices.
We are looking for people who
- A Bachelor’s or Professional Degree in IT, Computer Science
- 10+ years in IT Service Management, with expertise in Incident and Problem Management with more than 5 years in a leadership role.
- Hands-on experience with major service management platforms like ServiceNow or equivalent.
- Strong understanding and demonstration of ITIL processes, particularly Incident and Problem Management.
- Experience working with 24x7 operations and shift-based teams.
- Ability to work under pressure and manage multiple priorities.
- Familiarity with AIOps, shift-left, and self-healing IT concepts.
- Knowledge of generative AI for IT operations (e.g., automated change plans, anomaly detection).
- Experience working with multiple teams (business, IT application and infrastructure teams) for service management and operations.
- Planning and organisational skills for undertaking team leadership and BAU workload management.
- Self-driven with a positive attitude and strong leadership skills to champion for culture change management initiatives within IT and with interfacing Business stakeholders • Strong and factual communication skills and able to manage situations/conflicts and influence others.
- Good analytical skills and a creative approach to problem solving and provide options and solutions.
- Experience with budget management and vendor management
- Excellent leadership and stakeholder management abilities.
- High level of integrity, takes accountability of work and good attitude over teamwork.
- Takes initiative to improve current state of things and adaptable to embrace new changes.
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
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