Total 1,679 it auditor job vacancies in Hong Kong

Position Objective

The IT Service Desk Specialist is a highly motivated professional with expertise in technical support, specialising in troubleshooting and analysis. This role is dedicated to delivering superior customer service and ensuring that unresolved issues and inquiries are escalated promptly in accordance with established protocols and Service Level Agreements (SLAs).

As an integral member of the IT Service Desk team, the specialist provides Level 0 and Level 1 support for IT incidents and service requests. They act as the primary point of contact for all user incidents, requests, and general communications.

Furthermore, the specialist is committed to enhancing user awareness of IT-related issues and promoting the appropriate utilisation of IT services and resources.

Responsibilities

Key duties and responsibilities are not limited to those listed below:

• Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns.

• Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications.

• Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA).

• Escalate unresolved issues or additional support requests to the appropriate support team.

• Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels.

• Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System.

• Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities.

• Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses.

• Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications.

• Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information.

• Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.

Position Requirements

• Strong analytical and problem-solving skills are essential. The ability to think creatively and identify technical issues for effective resolution is important.

• Practical knowledge and experience in providing IT Service Desk support are required.

• A high standard of customer service skills is necessary.

• Demonstrated ability to work effectively in a team environment, coupled with excellent time management and organizational skills.

• Capable of handling multiple tasks at the same time.

• Proficiency in English, with clear and concise verbal and written communication skills, is important.

• A hands-on approach with the capacity to quickly learn and apply new systems in the work environment is essential.

• Proven ability to provide support for the following:

o Microsoft Windows 10 and later

o Apple iOS

o Apple macOS

o Microsoft Office 365 application suite

o Google Workspace (formerly G Suite)

o IT hardware support for both Apple and Windows devices

Qualifications

You have:

• A diploma or degree in an IT-related discipline.

• Minimum 1 year of Customer Service Experience in a Technical Service Desk environment preferred.

• Advantage if you have:

o ITIL-related certifications

o Microsoft-related certifications

o Apple-related certifications

Working hours:

Mon to Fri, 8am to 5pm

Responsibilities including but not limited to:

• Prepare sales quotations and receive sales orders.
• Prepare delivery order, invoice and other relevant documents.
• Liaise with suppliers/customers on delivery and stocks inventory / entries.
• Provide support, including procedural documentation and relevant report.
• Install and configure computer hardware, software, systems, networks, printers and scanners.
• Assist and/ or guide client through a series of actions, to help setup systems or resolve issues.
• Establish good working relationships with customers and other professionals.
• Any ad-hoc assigned as instructed by manager.

Requirements:

• Positive attitude & independent.
• Experience and knowledge in office system furniture or commercial carpet or interior design.
• Good contacts with interior Designer & Architect.
• Possess good interpersonal skills.
• At least 1 year of working experience in the related field is required.
• Preferably Entry Level specialized in Sales – Corporate or equivalent.

avodaq provides ITnetworking solutions worldwide for customers of small to large scale networks. avodaq engineers are experts in their field who are responsible and empowered to provide solutions to some of the most complex networking issues.

You will have the opportunity to learn about IT and Cisco technologies which will be a great development to your career. This is an opportunity for someone who possesses fundamental technical skills and customer-oriented culture for clients, and the wish to hone skills whilst providing customer value. You excel when it comes to configuring, isolating, troubleshooting, and communicating to the clients.

Contract Duration: 27 July 2026 – 7 November 2026

Key Responsibilities:

• Provide Level 1 (L1) technical support for end users via ticketing system, email, or walk-in requests
• Troubleshoot and resolve issues related to Microsoft products (e.g., Windows OS, Microsoft 365, Outlook, Teams, Office applications)
• Perform laptop imaging/cloning and provisioning for new and replacement devices
• Manage and update incidents and service requests through the ticketing system
• Support end-user devices including: Laptops and desktops, Monitors and peripherals, Printers and printing issues, Mobile devices (basic configuration and troubleshooting), Meeting room IT setup (AV, conferencing tools, connectivity issues)
• Diagnose hardware and software issues and escalate to L2 support when necessary
• Assist in setup, onboarding, and offboarding of employees (device allocation, account setup)
• Maintain IT asset records and ensure proper documentation of issues and resolutions
• Provide basic user training and guidance for common IT tools and systems

Scope of Support:

• Support coverage: 9am – 6pm, Monday to Friday (8x5 support model)

Common Issues Handled:

• Microsoft Office / Outlook / Teams issues
• Login, password, and access-related problems
• Laptop performance and configuration issues
• Printer connectivity and errors
• Meeting room setup and conferencing issues
• Basic network connectivity troubleshooting

Requirements:

• Diploma or Degree in IT, Computer Science, or related field
• 1–3 years of experience in IT support or service desk environment
• Strong knowledge of Microsoft Windows and Microsoft 365 ecosystem
• Familiarity with ticketing systems and IT service management processes
• Basic understanding of hardware troubleshooting and device setup
• Good communication and customer service skills

Preferred Skills:

• Experience in laptop imaging/cloning tools
• Exposure to Active Directory and user account management
• Knowledge of mobile device support (iOS/Android)

Key Competencies:

• Problem-solving mindset
• Strong interpersonal skills
• Ability to prioritize and manage multiple tasks
• Team player with a customer-first attitude

Job requirement

Associate with over 10 years of experience in IT Infrastructure, Application Support, and Enterprise Systems Administration.

Strong expertise in application troubleshooting, incident management, user access administration, change/release management, and SLA-driven support operations.

Experienced in supporting enterprise applications, Windows Server environments, Active Directory, virtualization (Hyper-V), networking, and security technologies including Fortinet and Cisco.

Proven track record in coordinating with vendors and cross-functional teams to ensure high system availability and timely issue resolution.

Hands-on knowledge of AWS Cloud (EC2, S3, VPC, IAM), automation tools, and ITIL-based support processes.

Hands-on experience in supporting enterprise applications and infrastructure , with a strong focus on operational excellence and continuous improvement.

If you believe you fit the requirements for the role,please submit yourapplication below or drop us an email directly quoting thejob title.

Due to an anticipated high volume of applicants, we regret that onlyshortlisted candidates will be notified. The information provided is forrecruitment purposes only.

Know someone who would be a great fit for this role? Refer them to us and get rewarded.

Cornerstone Global Partners (EA License Number:19C9859) is an affirmative equal-opportunity employer and recruitment firm. Weevaluate qualified applicants without regard to race, colour, religion, creed,gender, sexual orientation, gender identity, marital status, national origin,age, veteran status, disability, or any other protected class.

Eugene Then
eugene.then@cornerstoneglobalpartners.com

EA Registration Number: R22104742.

Cornerstone Global Partners Pte Ltd (EA License:19C9859)

Singaporean only

Job Overview:

We are seeking an experienced Infrastructure Lead to manage, maintain, and optimize the IT infrastructure. The Infra Lead will oversee the deployment, monitoring, and reliability of servers, networks, storage, and related infrastructure components. The role requires strong technical expertise, excellent coordination skills, and experience working in government IT environments.

Key Responsibilities:

Lead the Day 2 infrastructure team to ensure continuous, stable, and secure operations of all servers, network devices, storage, and on-premise systems.

Plan, implement, and monitor IT infrastructure changes, upgrades, and capacity expansions to meet project requirements.

Develop and maintain infrastructure architecture documentation, diagrams, and SOPs for deployment, maintenance, and incident response.

Collaborate closely with System Engineers and Software Engineers to support middleware, application deployment, and integration interfaces.

Manage incident resolution for infrastructure-related issues, including escalation to vendors or higher-tier support when necessary.

Ensure compliance with government IT security policies, InfoSec guidelines, and operational standards.

Plan and coordinate infrastructure maintenance schedules, patching, and system backups with minimal disruption to services.

Provide weekly reports on infrastructure status, incidents, resource usage, and recommendations for improvement.

Mentor and guide infrastructure team members to enhance skills, productivity, and knowledge sharing.

Participate in business continuity and disaster recovery planning and execution.

Qualifications and Requirements:

Minimum 7–10 years of relevant IT infrastructure experience, preferably in government or regulated environments.

Strong expertise in servers, network, storage, virtualization, cloud (AWS/Azure), and container orchestration (Docker/Kubernetes).

Experience with monitoring tools (e.g., Grafana, Nagios), automation (Ansible, Terraform), and ITIL processes.

Proven ability to lead a team, manage resources, and ensure 24/7 operational support.

Excellent communication skills, capable of presenting technical updates to both technical and non-technical stakeholders.

Strong analytical and problem-solving skills, with a proactive approach to risk mitigation.

Familiarity with security operations, InfoSec standards, and government compliance requirements.

Preferred Skills:

Experience in middleware platforms (WebSphere, Tomcat, or similar) and application deployment pipelines.

Knowledge of containerized infrastructure and CI/CD integration.

Experience in coordinating with multiple vendors and service providers.

Experience in install and configure the following COTS:

Confluent Kafka

Solace MQTT

Nginx

Apache HTTPD

MongoDB

MSSQL

IBM MQ

Team Size: Leading a team of 4–6 infrastructure engineers

Responsibilities

• Support the delivery of IT projects from initiation to implementation
• Coordinate with business users, vendors, and technical teams to track project progress
• Assist in gathering business requirements and preparing project documentation
• Monitor project timelines, risks, and issues, and escalate when necessary
• Support testing, deployment, and post-implementation activities

Requirements

• Diploma or Degree in Information Technology, Computer Science, or related field
• At least 2 years of experience in leading/managing IT project delivery
• Skilled in Java and has deployed projects into cloud environment
• Good communication and stakeholder management skills
• Familiar with SDLC, Agile, Waterfall and hybrid methodologies
• Proactive, organized, and able to manage multiple tasks in a fast-paced environment

Responsibilities

• Setup and troubleshooting of all PC/laptop, printers, print server, Windows XP, Windows 7, RFID scanner, Outlook client, VPN, MS Office, Anti-virus & in-house applications
• Managing of IT inventory
• Manage IT hardware requests and raise purchase requests when necessary
• Prepare proposals and presentations on assigned projects

Requirements

• Diploma or equivalent in IT or related discipline
• Minimum 1 year experience in IT support
• Knowledge in Microsoft Office, Outlook, Windows XP/7
• Knowledge in basic LAN/WAN network infrastructure
• Strong communication and interpersonal skills

Executive Summary

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner and AWS MSP Partner.

We are looking to hire an IT Infrastructure Capacity Engineer to support our client in Singapore which is a leading global investment bank. He/she will support capacity management and EOL Remediation efforts in the bank.

Responsibilities:

• Support infrastructure capacity planning and lifecycle management activities across server, storage, cloud, and hosting platforms.
• Analyze infrastructure utilization trends, capacity forecasts, and growth requirements to support business initiatives and technology roadmaps.
• Coordinate hardware and infrastructure procurement activities, including gathering requirements, tracking orders, and managing delivery schedules.
• Manage End-of-Life (EOL) and End-of-Support (EOS) remediation initiatives by identifying technology risks, tracking remediation plans, and coordinating upgrade, migration, or replacement activities.
• Maintain infrastructure inventories, asset records, capacity data, and lifecycle management documentation.
• Collaborate with infrastructure engineering teams, application owners, vendors, and business stakeholders to ensure successful delivery of capacity expansion and technology refresh projects.
• Support governance, audit, compliance, and change management processes related to infrastructure capacity and lifecycle management.
• Prepare management reports, dashboards, and presentations on capacity utilization, infrastructure demand, EOL remediation progress, and operational metrics.
  

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Experience in technology lifecycle management, hosting operations, infrastructure governance, or related functions.
• Experience supporting capacity planning / management, utilization analysis, demand forecasting, or infrastructure resource management.
• Familiarity with End-of-Life (EOL) / End-of-Support (EOS) remediation, hardware refresh programs, technology upgrades, or infrastructure migration initiatives.
• Understanding of enterprise infrastructure environments, such as servers, storage, cloud platforms, virtualization, technologies.
• Strong analytical skills with the ability to interpret infrastructure data, identify trends, and support capacity planning decisions.
• Excellent stakeholder management, communication, presentation, and reporting skills.
• Experience within the banking or financial services industry is advantageous.

Account Management

• Build and maintain strong relationships with assigned retail partners

• Ensure consistent account performance and partner satisfaction

Sales Growth

• Develop and execute strategies to achieve sales targets

• Drive upselling and cross-selling of product portfolio

Channel Development

• Identify and onboard new retail partners to expand market reach

Retail Execution

• Work closely with marketing and product teams on in-store promotions, campaigns, and product launches

Forecasting & Reporting

• Track sales performance and trends

• Provide accurate forecasts and management reporting

Training & Support

• Train retail partners and store staff on product features and selling points

Market Analysis

• Monitor competitor activities, market trends, and customer preferences

• Recommend actionable strategies based on insights

Requirements:

• Diploma in Business, Marketing, Sales, or related field

• Minimum 3 years of experience in retail channel sales, preferably in consumer electronics, IT peripherals, or related industries

• Strong communication, negotiation, and presentation skills

• Ability to analyse sales data and translate insights into actionable plans

• Self-driven with strong organisational and time management skills

• Proficiency in Microsoft Office; knowledge of CRM and data tools (e.g. Power BI) is an advantage
  

Interested applicants for the above advertised position(s), please kindly email an updated copy of your resume to: gs1@talenttradersg.com

EA License No.: 13C6305

Reg. No.: R23117344 (Tiong Tian Ho)

For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.

Job Description

• Industry/ Organization Type: Freight Forwarding
• Position Title: Senior Account Manager
• Working Location: Central (near Raffles MRT)
• Working Hours: 5 Days, Monday to Friday (9am – 6pm)
• Salary Package: Basic Salary + Performance Bonus
• Duration: Permanent

Key Responsibilities

• Take full commercial ownership of a portfolio of IT-focused accounts, managing client relationships, pricing, service scope, issue resolution, and business development opportunities.
• Transition customer accounts from senior colleagues through a structured onboarding process, becoming the primary commercial point of contact within the first 3 months.
• Support the seamless integration of newly acquired customers by coordinating account setup, introducing key stakeholders, assigning operational ownership, and establishing account management plans.
• Drive account growth by identifying opportunities for service expansion, entering new markets, and promoting value-added solutions such as IOR/ EOR and IT Asset Disposition (ITAD) services.
• Safeguard account profitability by maintaining pricing discipline, monitoring scope changes, overseeing billing matters, and tracking outstanding receivables. Escalate risks that may affect margins or collections.
• Collaborate closely with operations and Subject Matter Experts (SMEs) on quotations, service delivery, and customer requirements. Serve as the commercial lead to ensure effective internal coordination.
• Monitor account performance, maintain accurate forecasts, and provide regular reporting on revenue trends, sales pipeline conversion, and anticipated workload.

APPLY NOW!!!

• Minimum 5 years of experience in account management within the freight forwarding, logistics, or supply chain industry.
• Exposure to IT logistics, IOR/EOR services, or other value-added logistics solutions is highly advantageous.
• Strong client management and communication skills, with the confidence to handle commercial discussions, negotiations, and issue resolution directly with customers.
• Solid commercial acumen with a good understanding of pricing strategies, profit margins, contractual matters, and negotiation processes.
• Highly organised with the ability to manage multiple customer accounts, maintain accurate CRM records, and develop reliable business forecasts.

Kindly apply through ANY of the following methods:

• Submit your application by clicking the APPLY button;
• Email your resume to Job@anradus.com.sg. Please indicate #10058 on the email subject.

Anradus Application Policy: We value each application and ensure every resume is reviewed. Our process is efficient, typically concluding within 3 working days. If you do not receive communication from us within this timeframe, it's likely that your application has not been shortlisted by our client. In such cases, we recommend continuing your job search to maximize your opportunities.

Anradus Pte Ltd | EA License No. 20C0161 | Angel Lim | EA Reg No.: R1769781

Manage and maintain the company's IT infrastructure, including servers, computers, networks, printers, and communication systems.

Provide technical support and troubleshooting assistance to employees regarding hardware, software, and network-related issues.

Monitor system performance and implement improvements to optimize efficiency and reliability.

Install, configure, and maintain operating systems, business applications, and security software.

Manage user accounts, access controls, email systems, and data security policies.

Develop and implement IT policies, procedures, and best practices.

Ensure data backup, disaster recovery, and business continuity plans are in place and regularly tested.

Monitor cybersecurity threats and implement preventive measures to protect company systems and data.

Coordinate with external IT vendors and service providers for system maintenance and technical support.

Evaluate and recommend new technologies, software solutions, and IT equipment to support business growth.

Maintain IT asset inventory and oversee procurement of hardware and software.

Prepare IT-related reports, budgets, and system documentation for management review.

Train employees on IT systems, cybersecurity awareness, and technology best practices.

Ensure compliance with company policies and applicable data protection regulations.

Singaporean only

Role Overview

The IT Security Engineer will be responsible for implementing, operating, and supporting security controls for mission-critical systems within a secured environment.

This role covers both:

Day 1 Security (Build / Project Implementation)

Day 2 Security (Operations / Production Support)

The Security Engineer will work closely with Security Leads, Infra, System, and Software teams to ensure compliance with government security policies and standards.

Key Responsibilities

Day 1 – Project / Implementation Security

1. Security Implementation & Engineering

Implement security architecture and controls as designed by Security Leads/Architects

Support system, application, and infrastructure security configurations

Assist in threat modelling and risk assessment activities

Translate security requirements into technical implementation across platforms

2. Compliance Support

Support compliance with:

IM8 / Government security policies

Whole‑of‑Government (WOG) security requirements

PDPA (where applicable)

Assist in preparation and documentation for:

Security Risk Assessments (SRA)

Vulnerability Assessments (VA)

Penetration Testing (PT)

Maintain security documentation and evidence for audits

3. DevSecOps & Secure Development

Implement and maintain security tools in CI/CD pipelines:

SAST, DAST, SCA, container scanning

Monitor and triage findings, and work with developers on remediation

Support secure coding practices and DevSecOps adoption

Assist in API security, secrets management, and secure communications setup

4. Security Testing Support

Support coordination and execution of VA/PT activities

Track vulnerabilities and ensure timely remediation

Assist in documenting findings and closure evidence

Support system security certification and go-live requirements

5. System & Platform Hardening

Implement and maintain security hardening for:

Operating systems

Middleware and databases

Kubernetes and containers (RBAC, secrets, network policies)

Support configuration of:

API Gateways

WAF

Authentication and authorization mechanisms (OAuth2, mTLS)

Day 2 – Operations / Production Security

1. Incident Response

Support investigation, containment, and remediation of security incidents

Perform log analysis and assist in root cause analysis (RCA)

Work with SOC and internal teams during incidents

Follow and improve incident response playbooks

2. Vulnerability & Patch Management

Perform regular vulnerability scans and monitoring

Track and verify patching and remediation activities

Escalate high-risk vulnerabilities and propose mitigation controls

3. Security Monitoring

Monitor alerts from SIEM and security tools

Assist in tuning detection rules and dashboards

Ensure logging and monitoring coverage across systems

4. Audit & Compliance Support

Support audit preparation, evidence collection, and remediation tracking

Maintain security records and documentation

Assist in reporting security posture and issues

5. Access Control Administration

Support implementation of:

RBAC

MFA

Privileged Access Management (PAM)

Perform user access reviews and ensure least privilege

Required Qualifications & Experience

Mandatory

Degree in Computer Science / Cybersecurity / Information Security or equivalent

3–7 years of IT experience in cybersecurity or infrastructure security

Experience supporting security in projects or production environments

Familiarity with Singapore Government security policies (IM8 preferred)

Hands-on experience with:

Kubernetes / Docker security

IAM and access control

Security tools (SAST, DAST, SIEM, vulnerability scanners)

CI/CD and DevSecOps practices

Basic knowledge of network security, application security, and cloud security

Preferred Certifications

CEH, CompTIA Security+, or equivalent

Other certifications (e.g., CISSP Associate, GIAC, AWS/Azure Security) are advantageous

Key Competencies

Strong technical troubleshooting and problem-solving skills

Ability to follow security standards and implement controls effectively

Good communication skills with technical and non-technical teams

Detail-oriented with strong documentation skills

Collaborative team player with willingness to learn

Responsibilities and Requirements

• At least 4 years combined work experience in software development, application security and

cloud computing (e.g. AWS)

• Familiar with mobile and web application programming interfaces (API) architecture (e.g. REST,

SOAP, SSL/TLS)

• Experience in threat modelling and able to establish threat profiles for application projects to

identify, quantify and remediate application security risks

• Strong knowledge of security best practices such as OWASP Top 10, OWASP application security

verification standard

• Familiar with Agile Development process, CI/CD, DevOps concepts, tools (Gitlab, Github,

Ansible etc) and how automated security testing can be incorporated into CI/CI pipelines

• Experience on using SAST code scanning tools such as Fortify-on-Demand, Sonarqube, etc

• Track and address security vulnerabilities with timely remediation and patching processes.

• Conduct security awareness training sessions

• Good verbal/written communications, collaboration skills and experience interacting with

various stakeholders

• Strong analytical, problem-solving and troubleshooting skills, ability to work independently

• Relevant certifications preferred (eg. CISSP, OSCP, AWS security, AWS DevOps Engineer or

equivalent etc.)

• Experience in working with Government Commercial Cloud (GCC) preferred

Job Responsibilities including but not limited to:

• Prepare sales quotations and receive sales orders.
• Prepare delivery order, invoice and other relevant documents.
• Liaise with suppliers/customers on delivery and stocks inventory / entries.
• Provide support, including procedural documentation and relevant report.
• Install and configure computer hardware, software, systems, networks, printers and scanners.
• Assist and/ or guide client through a series of actions, to help setup systems or resolve issues.
• Establish good working relationships with customers and other professionals.
• Any ad-hoc assigned as instructed by manager.

Requirements:

• Positive attitude & independent
• Experience and knowledge in office system furniture or commercial carpet or interior design
• Good contacts with interior Designer & Architect
• Possess good interpersonal skills
• At least 1 year of working experience in the related field is required
• Preferably Entry Level specialized in Sales – Corporate or equivalent

Job Responsibilities:  

Incident Management 

Manage the Incident Management (IM) space, ensuring timelycommunication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty 

Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed. 

Monitor performance metrics and dashboards to identify and drive process improvements. 

Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre). 

Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication. 

Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions. 

Problem Management 

Manage the Problem Management function to strengthen ITSM/ITSO practices. 

Perform Root Cause Analysis using methods such as 5 Whys, Ishikawa, or Kepner-Tregoe. 

Present the RCA in the PM Review forum and permanent fix and drive continuous improvement of the technology service Operations. 

Train and support members on problem management processes, emphasizing RCA processes & protocols. 

Work with the ServiceNow team to improve the ITSM Problem Management module according to ITIL 4 standards. 

Conduct lessons learned to strengthen prevention and response strategies. 

Job Requirements: 

A minimum of 6 years of experience in the IT Service Management space operating as an Incident Manager or Problem Manager. 

Lead and manage the Problem Management function to strengthen overall ITSM/ITSO practices and enhance service reliability. 

Perform structured Root Cause Analysis (RCA) using proven methodologies such as 5 Whys, Ishikawa (Fishbone Diagram), and Kepner-Tregoe to identify underlying causes of recurring issues. 

Present RCA findings and permanent corrective actions in the Problem Management Review Forum, driving continuous improvement across technology service operations. 

Collaborate with cross-functional teams to ensure timelyimplementation of permanent fixes and preventive measures. 

Train and mentor team members on Problem Management processes, emphasizing RCA techniques, documentation standards, and adherence to ITIL 4 protocols. 

Partner with the ServiceNow platform team to enhance and optimizethe Problem Management module, ensuring alignment with ITIL 4 best practices and organizational needs. 

Facilitate “lessons learned” sessions following major incidents or problems to strengthen prevention, response, and recovery strategies. 

Continuously review and refine Problem Management processes to improve efficiency, reduce recurrence, and support proactive service stability.