Total 433 Manager it auditor job vacancies in The Philippines

Working Day: Mon to Fri

Working Hours: 9am - 6pm

Office Location: Bukit Merah

Salary: $3,000 - $4,200

Responsibilities:

• Prospect, identify and establish new customers.
• Plan and execute sales strategies to achieve the sales quota.
• Effectively manage and drive the sales cycle from prospection.
• Engage and develop a strong network with decision-makers/key influencers within the customer community and vendor community.
• Collect, track, and analyze large amounts of data.
• Other tasks and projects as assigned by Reporting Manager or Management

Requirements:

• Diploma/Degree in IT/Engineer or Business Administration.
• Prior experience in Sales

Kelly Chong Reg No:R26161160

The Supreme HR Advisory Pte Ltd EA No: 14C7279

Lead and manage a portfolio of IT projects aligned with business and digital transformation goals.

Oversee end-to-end project delivery, including planning, execution, monitoring, and governance.

Develop and mentor project/program managers while driving a high-performance, accountable team culture.

Engage and influence senior stakeholders, providing transparent updates and strategic insights.

Manage budgets, resources, vendors, and ensure cost-effective delivery with strong financial control.

Mitigate risks, resolve critical issues, and drive continuous improvement, innovation, and compliance.

Responsible for providing technical leadership of multiple large scale/complex software solutions, even by extending the existing platform through custom development, customization and integration with in-house solutions and vendor solutions leading to a complete platform that caters to key business requirements.

Strong experience in working with various Payments schemes, preferably 

Payments scheme of any country, and Payments messaging formats such as ISO 8583, ISO 20022, and SWIFT etc.

Experience in building enterprise transaction-based system with focus on recovery, stability, reliability, scalability and performance.

Responsible for providing technical leadership of multiple large scale/complex global software solutions for payment processor platform

Conversant with various technologies, experience in transforming legacy systems to new age technologies befitting the needs of business function.

Qualifications:

10+ years experience in a related technology role with commensurate people management experience in Banking payment and Cross Border Clearing related projects.

Education:

Bachelor’s/University degree or equivalent experience, potentially Masters degree

• Build and expand the partner network by developing new relationships while strengthening existing ones in Singapore.
• Oversee and grow a portfolio of partners to achieve sustainable revenue and margin growth.
• Position the company as a trusted cybersecurity advisor by educating partners on solutions and value propositions.
• Uncover new opportunities for collaboration across client subsidiaries and business units.

Requirements:

• Diploma in Business, Information Technology, or related field.
• At least 2 years of experience in in B2B sales, IT channel management, or account management.
• Proven track record in solution sales, preferably in cybersecurity or distributor environment.
• Strong relationship management, communication, and presentation skills, with the ability to work independently.

If you are keen to apply for the position, kindly email your detailed resume in MS Word to hr@recruit-expert.com

Please note that only shortlisted candidates will be notified.

For more job opportunities, please visit our website at www.recruit-expert.com

EA Licence: 19C9701

Registration: R21100996

Responsibilities:

• Executed applications strategy and technology roadmap, aligning IT with business goals.
• Managed and optimized software systems for seamless integration, scalability, and sustainability.
• Leveraged emerging technologies to drive competitive advantage.
• Translated business requirements into technical specifications and tailored solutions.
• Collaborated with users and vendors, providing training and guidance for smooth adoption.
• Acted as primary contact for third-party application issues and project updates.
• Ensured compliance with organizational standards, ISO27001:2022, and supported after-hours operations.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of IT experience, including 5+ years in team leadership and management.
• 3+ years of experience in software system design, development, and maintenance.
• Strong expertise in software engineering, secure development, cloud computing, AI, and cybersecurity.
• Experienced in enterprise systems, digital transformation, emerging technologies, and enterprise applications (Education sector preferred).
• Proficient in databases, programming, server infrastructure, SQL Server, and SDLC processes.
• Skilled in leading IT support teams, prioritizing tasks, and managing multiple incidents concurrently.
• Detail-oriented, self-motivated, and adaptable, with strong communication, interpersonal, and organizational skills.
• Experienced in project management, analytical problem-solving, and maintaining composure under pressure.
• Certified in ITIL, PMP, and Microsoft technologies.

We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers.

Wecruit Pte Ltd
EA License No: 20C0270
EA Personnel: Nyon Hock Sen (Aden)
EA Personnel Reg No: R24124070

Our client is a well-established MNC, market leader in the IT distribution industry. Due to their current expansion plan, they are looking for Business Development Manager, in hopes of developing the current high performing BD team. They are located in the East - easily accessible.

Responsibilities of Business Development Manager:

• Drive revenue and profit growth through channel partner management
• Develop and execute channel development and business plans
• Identify and pursue new business opportunities with partners
• Build strong relationships with vendors, channel partners, and internal stakeholders
• Promote vendor solutions and professional services to resellers
• Collaborate with presales and solution teams on pricing, solution design, and sales enablement
• Maintain accurate pipeline forecasting and market feedback

Requirements:

• Min 3 years of B2B sales experience in IT industry
• Strong communication and stakeholders management skills
• Min diploma and above

Interested candidates who wish to apply for the advertised position, please click APPLY NOW or email an updated copy of your resume/cv.
We regret that only shortlisted candidate will be notified.

Email: jobs@recruitpedia.sg

Recruitpedia Pte. Ltd.
EA License No. 19C9682
EA Reg. No. R2198636 (Oh Puey Xin)

You will be a key technology partner to our customers in the Defence sector to thrive on developing the next breakthrough for the defence and security of Singapore. Working closely with the Customer, Project Manager and Technical Lead, you will be part of a project management team as part of an overall project implementation.

Be Part of Our Success

• Project Manager shall be suitably qualified personnel with experience to lead and interface with the different teams (eg. System Infrastructure team, Security Team, and Application team).
• Be the POC to present at all progress meetings, he/she shall report the progress to the Authority and Management in Steering Comms Meeting.
• Lead an engineering team to review, modify, design and implement the new and existing system, meeting the agreed timeline and budget.
• Good communication skills and able to work independently.
• Work with various department managers and Project Management Office to streamline and governance the department project management process.
• Risk management.

Qualities We Value

• Bachelor Degree in Computer Science or equivalent
• Excellent project management and leadership skills preferably with PMP Certification
• Possess initiative, positive attitude and strong passion in operation support.
• Committed with good communication skills and able to work independently.
• Coordinate the contractors, customers and all the resources.
• Conflict resolution skills
• Organization and time management skills to keep projects on track and within budget
• Familiar with Government IT process and compliance will be added advantage.
• More than 5 years of Project Manager experience with track records of successful projects deliveries.

Maestro HR

damien lee tian hong

R1106726

16C8462

Introduction

You will join a financial services organization, leading the enterprise technology operations across all functions including infrastructure, applications, end-user computing, cybersecurity, while supporting the organization’s evolving AI and modernization initiatives.

Responsibilities

The IT Manager will oversee day-to-day IT operations and serve as the primary escalation point for technology-related matters across the business. The role covers infrastructure management, enterprise applications, workplace technology and end-user support, while ensuring stable and secure IT operations. The successful candidate will also drive technology initiatives across application integration, SaaS platforms, and data environments, while managing external vendors. In addition, the role will oversee cybersecurity governance, IT risk management, disaster recovery planning, and business continuity testing to support operational resilience. Other responsibility includes evaluating emerging AI tools and supporting AI adoption initiatives across the organization.

Requirements

The ideal candidate will hold a degree in Computer Science, Information Technology, Information Systems, Engineering, or a related discipline, with at least 10 years of relevant experience in IT leadership or enterprise technology management. Candidates should demonstrate strong exposure across infrastructure, enterprise applications, cybersecurity, IT operations, and vendor management. Prior experience within the financial services sector will be advantageous. The role requires strong stakeholder management and communication skills, with the ability to engage effectively across both technical and non-technical teams. Experience managing IT governance, operational risk, budgeting, and technology transformation initiatives will be highly regarded.

To apply, please apply directly or submit your resume to Claudia at cd@kerryconsulting.com. We regret that only shortlisted candidates will be notified.

License No: 16S8060 / Registration No: R26161178

KEY RESPONSIBILITIES

1.      IT Operations &Application Management

·       Lead and manage the overall operations of the IT Department.

·       Implement, support, maintain, and enhance enterprise applications, including but not limited to SAP, CRM System, Corporate Websites, Spikerz and other business applications.

·       Ensure critical business systems remain available, stable, and secure.

·       Monitor application interfaces and data synchronization between systems, ensuring timely and accurate data updates.

·       Perform monthly SPSI data downloads and system closing activities.

·       Troubleshoot application issues and provide first-level support; escalate unresolved issues to HQ IT teams or vendors when necessary.

·       Manage software licensing, user access controls, and application role administration.

2.      Programming & System Development

·       Develop, maintain, and enhance software solutions, scripts, integrations, and automation tools to improve business processes and operational efficiency.

·       Support system integrations between SAP and other enterprise applications.

·       Design and develop reports, dashboards, data extraction tools, and workflow automations.

·       Collaborate with vendors and business users on application customization, enhancement requests, and change implementations.

·       Participate in software testing, deployment, and version upgrades.

·       Evaluate emerging technologies and recommend innovative digital solutions to support business objectives.

3.      Infrastructure, Network & Security Management

·       Oversee company LAN/WAN infrastructure, network performance, and connectivity.

·       Support HQ and regional teams in managing Global Network Services, Voice and Data Communications, VPN and Remote Access Solutions, Leased Lines and Internet Connectivity and etc.

·       Manage IT infrastructure projects including office relocation, renovation, network cabling, and connectivity setup.

·       Administer and support Servers and backup systems, Email systems (Microsoft 365), Anti-virus and endpoint protection, User accounts and access management, Global IDs and VPN accounts

·       Ensure IT assets, hardware, software, and licenses are properly managed and controlled.

4.      Cybersecurity, Risk & Compliance

·       Promote secure and responsible use of information assets across the organization.

·       Develop, implement, and maintain IT Security Policies, Information Security Policies, IT Procedures and Guidelines, License Compliance Controls

·       Manage IT risk initiatives, including Door Access Systems, Website Security, Social Media Administration Tools, Endpoint Security, Backup and Recovery Processes

·       Ensure compliance with internal audit requirements, HQ security guidelines, and corporate governance standards.

·       Coordinate security assessments, vulnerability remediation, and risk mitigation activities.

5.      Project Management& Continuous Improvement

·       Plan, manage, and deliver IT projects from initiation through implementation.

·       Work closely with business users, vendors, and HQ IT teams on System upgrades, new application deployments, Change Requests (CR), Process improvements, Infrastructure projects and etc.

·       Evaluate, recommend, and implement hardware, software, subscriptions, and technology solutions.

·       Prepare project proposals, business cases, budgets, and implementation plans.

·       Drive continuous improvement initiatives and digital transformation projects.

6.      Vendor & Stakeholder Management

·       Serve as the primary liaison between local users, HQ IT teams, and external vendors.

·       Coordinate hardware maintenance, software support agreements, and managed service providers.

·       Manage vendor performance, contracts, renewals, quotations, and service delivery.

·       Support contractor offices and warehouse operations with internet connectivity, SAP remote access, and network services.

7.      Budget & Asset Management

·       Prepare and manage annual IT budgets.

·       Monitor IT expenditures and ensure cost-effective utilization of resources.

·       Coordinate with Finance teams on budgeting, forecasting, and procurement activities.

·       Manage IT inventory, software subscriptions, and asset lifecycle planning.

8.      User Support &Shared Services

·       Provide IT shared services and technical support to internal users.

·       Act as backup IT Administrator when required.

·       Lead helpdesk activities and ensure timely resolution of user issues.

·       Conduct user training and promote technology adoption across the organization.

REQUIREMENTS

·       Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or related discipline.

·       Minimum 5 - 8years of IT management experience.

·       Proven experience managing infrastructure, cybersecurity, vendors, and IT projects.

·       Experience supporting enterprise applications and business intelligence systems.

·       Sound knowledge of SAP, Microsoft 365 Administration, Windows Server and Network Administration, Cybersecurity and IT Governance, Database Management and Reporting Tools, Cloud Services and Remote Connectivity.

·       Programming or scripting experience in one or more – SQL; Python; JavaScript; PowerShell; VB.NET/C#; and API Integration Technologies.

·       Experience in system integration, workflow automation, and business process optimization.

·       Strong leadership and stakeholder management capabilities.

·       Excellent analytical and problem-solving skills.

·       Effective communication and project management skills.

·       Ability to work independently while collaborating with regional and global teams.

·       Strong customer-service orientation and commitment to operational excellence.

Pleasesubmit resumes to jason.chow@oaktree.com.sg with the following details in MSWord format:

·      Position applying for

·      Current remuneration

·      Expected remuneration

·      Notice period

Jason Chow Yew Fai

EA License No :       06C4642

EA Reg No :           R25158800

We regret that only shortlisted candidates will be notified.

• Oversee and expand the portfolio of cybersecurity products and related technical services to drive market growth andprofitability.
• Collaborate with sales and operations teams to enhance service quality, optimize product delivery, and develop competitive pricingstrategies.
• Conduct market research, analyze trends, and provide actionable insights for medium- and long-term business planning.
• Identify and evaluate potential partner relationships tosupport product adoption and maximize market reach.

Requirements:

• Diploma or degree in IT, Computer Science, or related field; candidates without IT qualifications must have 2–3 years of relevant sales experience.
• Fresh graduates with strong motivation and willingness tolearn, or professionals with sales experience in other industries, are encouraged to apply.
• Proven ability to manage products, services, and technical solutions in IT or cybersecurity environments.
• Strong analytical, leadership, and problem-solving skillswith excellent interpersonal and communication abilities.

If you are keen to apply for the position, kindly email yourdetailed resume in MS Word to hr@recruit-expert.com

Please note that only shortlisted candidates will benotified.

For more job opportunities, please visit our websiteat www.recruit-expert.com

EA Licence: 19C9701

Registration: R21100996

Job Summary

We are looking for a seasoned Service Delivery Manager to oversee the reliable operation, maintenance, and ongoing enhancement of IT mission critical systems.

Mandatory Skill-set

• Degree in Information Technology, Information Systems or Computer Science;
• At least 8 years of relevant hands-on experience in service delivery, leadership experience and project management;
• Must have experience in IT System Operations & Maintenance (O&M);
• Must have hands-on knowledge and application of ITIL framework;
• Proven team leadership and stakeholder management skills;
• Experience in managing SLAs, vendors, and service performance;
• Strong problem-solving, proactive, self-driven mindset with strong ownership and accountability;
• Excellent organizational skills with a customer-focused and continuous improvement approach.

Desired Skill-set

• SCRUM, ITIL and PMP certifications are an added advantage.

Responsibilities

• Lead, coach, and develop a Level 1 & Level 2 support team, fostering a collaborative and performance-driven culture; 
• Oversee daily IT system operations, ensuring compliance with security, safety, and operational standards; 
• Plan and manage preventive maintenance, system changes, service requests, and corrective activities; 
• Maintain accurate IT asset tracking, documentation, and audit-ready records; 
• Manage third-party vendors and subcontractors, including contracts, performance reviews, and service delivery quality; 
• Monitor SLAs and service performance, driving continuous improvement initiatives; 
• Act as the primary customer and stakeholder contact, managing budgets, costs, and timely issue resolution.

Should you be interested in this career opportunity, please send in your updated resume to apply@sciente.com at the earliest.
When you apply, you voluntarily consent to the disclosure, collection and use of your personal data for employment/recruitment and related purposes in accordance with the SCIENTE Group Privacy Policy, a copy of which is published at SCIENTE’s website

(https://www.sciente.com/privacy-policy).

Confidentiality is assured, and only shortlisted candidates will be notified for interviews.

EA Licence No. 07C5639

Senior Account Manager (IT Logistics)

Salary:

$5k - $6k (subjected to experience)

Job responsibilities:

• Own your portfolio of IT vertical accounts end-to-end on the commercial side: relationships, rates, scope, escalations and growth.
• Take over accounts from senior team members during first months through a structured handover and becoming customer's designated commercial point of contact within the 90 days.
• Receive newly won accounts from our business development team and onboard them properly – quickly assigning ownership, introducing the team, and putting a maintenance plan in place.
• Drive account growth by identifying opportunities for service expansion across new lanes, regions, and value-added offerings such as IOR/EOR and ITAD services.
• Monitor account profitability by managing pricing, controlling scope changes, and following up on billing and outstanding payments.
• Work closely with Operations and SOE teams to prepare quotations and ensure smooth service delivery.
• Track and report account performance, including revenue, sales opportunities, and upcoming workload.

Job Requirements:

• At least 5 years of account management experience in freight forwarding, logistics, or supply chain.
• Exposure to IT logistics, IOR/EOR or value-added services is preferred.
• Strong client-facing and stakeholder management skills, with the ability to confidently handle discussions, negotiations, and issue resolution.
• Strong commercial acumen with a good understanding of pricing, margins, contracts, and commercial negotiations.
• Highly organised and detail-oriented, with the ability to manage multiple accounts, maintain accurate CRM records, and deliver reliable forecasts.
• Willing to learn and grow within the IT logistics industry, with the potential to take on leadership responsibilities in the future.

Location: Telok Ayer

Working hours: Mon - Fri, 9am - 6pm

For more information or interested candidates, please reach out via WhatsApp to 96303439 or gwen@lightverse.com.sg

EA License No. : 22C0937

EA Personnel No. : R23118390 (Gwen Lim)

The Head, IT Applications & Engineering is accountable for the end-to-end delivery, performance, stability, and evolution of the organisation’s application landscape across core insurance systems, CRM and customer-servicing platforms, customer-facing digital channels, and integration and API layers.

The primary purpose of this role is to ensure that enterprise systems and custom-built digital capabilities are well-architected for scalability, efficiently delivered, and sustainably operated to support business growth in a regulated insurance environment.

We are seeking a strategic leader who can lead the team through a critical business growth phase. He/she should demonstrate a combination of strong technical leadership and enterprise application experience (e.g. with policy administration and CRM systems).The ideal candidate should also have experience in building or transforming teams from a reactive, change-request driven culture into a high-performing, innovative and product-oriented engineering one.

POSITION ACCOUNTABILITIES

Technical Leadership & Architecture

-               Provide hands-on leadership across application design, architecture and engineering best practices

-               Guide teams in building scalable, secure, and high-performance systems

-               Review, validate and challenge technical designs while coaching software engineers on best practices

Enterprise Applications Ownership

-               Oversee the design, build / customisation and enhancement of core insurance systems, CRM and customer-servicing platforms, customer-facing digital channels, andintegration and API layers

-               For enterprise systems and SaaS platforms, ensure optimal balance between configuration and customisation

-               Build and maintain application roadmaps aligned to business priorities

-               Identify opportunities for system optimisation, technical debt reduction and cost-efficiency improvements

AI Enablement & Innovation

-               Build engineering capacity for innovation and product development (including AI and automation) and modernizing existing technology stack

-               Drive adoption of AI-enabled development practices and tooling across the SDLC

-               Support gradual transition towards a product squad operating model

Engineering Execution and Resource Planning

-               Define and implement delivery processes (agile cadence, sprint planning, backlog management)

-               Establish and manage release schedules and CI/CD pipelines

-               Track and report delivery performance metrics (lead time, defects, throughout)

-               Establish and enforce engineering standards and best practices of code quality and peer reviews, CI/CD and test automation standards

-               Define engineering roadmaps and plan resource allocation across multiple projects

Team Leadership and Change Agility

-               Lead and manage software engineering teams, focused on a balanced strategy to build internal engineering capabilities and leveraging external (offshore)capabilities

-               Coach, mentor and develop engineering managers and developers.

- Identify capability gaps and implement training and promote professional development within the team, emphasizing the growth and advancement of team members
-               Foster anengineering culture of strong ownership, collaboration and continuousimprovement

-               Navigate complex change management processes, fostering a culture of agility

Strategic Vendor Management

-               Manage vendor relationships and contract negotiations to optimize value, performance, and risk mitigation.

-               Manage delivery and performance of vendors and integration partners, which includes tracking vendor performance against SLAs and contractual obligation.

-               Manage vendor’s upgrade and roadmap alignment, prevent over-customisation and vendor lock-in.

Stakeholder Management & Alignment

-               Partner closely with business, product, and executive stakeholders to align on priorities and outcomes

-               Translate complex business requirements into scalable technical solutions

QUALIFICATIONS AND EXPERIENCE

Qualifications

-               Bachelor degree in Computer Science, Information Technology, Information Systems, Computer or Software Engineering, or a related technical discipline.

-               Relevant professional certifications such as Project Management Professional (PMP),Certified ScrumMaster (CSM) or other relevant credentials are advantageous.

Experience

-               15 - 20years of experience in software engineering, application delivery, with strong progression into leadership roles

-               Strong background in modern architecture (e.g. microservices / API design, cloud-native development, integration patterns such as REST, messaging, event-driven)

-               Demonstrated experience leading and scaling engineering teams. Prior experience with leading offshore teams is advantageous.

-               Strong technical foundation with previous hands-on experience as a technology architect, able to make strategic decisions grounded in deep architectural understanding.

-               Exposure to AI/ML or AI-enabled development practices is highly preferred

-               Experience working with enterprise platforms (CRM systems such as Salesforce, Dynamics)

-               Experience working in direct insurance environments with understanding of policy lifecycle, underwriting workflows, claims processing is preferred.

-               Experience working in regulated environments with strong appreciation of technology risk management, segregation of duties, audit and compliance requirements is advantageous.

Key Competencies & Attributes

-               A problem solver who is hands-on, pragmatic, and delivery-focused

-               Comfortable to do hands-on coding and engage developers at code, design and architecture levels

-               Strong systems thinking and architectural mindset

-               Able to operate effectively in lean, fast-paced and ambiguous environments

-               Comfortable driving change and challenging status quo constructively

-               Able to drive cross-functional collaboration

Role: IT Project Manager

JD:
Proficiency in Japanese Speaking Mandatory

Project Delivery Support

• Run project from initiation to closure, ensuring deliverables meet business requirements and quality standards
• Develop and track project plans, schedules, and resource allocation
• Ensure successful delivery of projects, ensuring they are completed on time, meeting requirements and within allocated budget
• Prepare Steering Committee materials and review minutes of the meeting.
• Follow up on actions and comments from Steco to ensure they are timely acted upon to closure

Process and Methodology

• Ensure adherence to delivery methodologies, governance, and control processes
• Monitor progress, manage risks and issues, and implement mitigation strategies
• Work with the Project Manager (bank’s side) on the overall project plan from the platform, infra team and system delivery & release perspective
• Ensure that the list of deliverables are defined and understood within the various system delivery
• Provide timely update to the Bank’s PM on the system delivery progress status, risk, issues and escalation
• Analyse and highlight project risks and develop necessary risk mitigation plans
• Analyse and highlight project dependencies to pre-empt project issues
• Maintain project issue register to keep close match of the project issues till their resolution

Stakeholder Coordination

• Collaborate with Bank’s IT Project Manager, SMBC and JRI HO PICs, APAC IT and JRIS PICs and HO project team and vendors to ensure alignment on project scope and timelines
• Provide detailed project insights, timely status reporting and escalate issues when necessary
• Facilitate effective communication and foster a culture of collaboration, transparency, and accountability, ensuring strong cross functional teamwork and alignment to project goals and objectives

Other related Project tasks

• Support other project related tasks that may be assigned from Bank Project PM, in line with the resource skills

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.

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.