IT Problem Manager, Vice President

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Job Purpose

The IT Problem Manager is responsible for driving permanent resolution to recurring incidents and systemic issues across the technology landscape. This role leads root cause analysis (RCA), prevents incident reoccurrence, optimizes stability and reliability, and owns and curates the Known Error Database (KEDB) to ensure fast incident resolution and organizational learning.

Key Responsibilities

Problem Management (ITIL-aligned)

• Own the end-to-end Problem Management lifecycle: detection, logging, categorization, prioritization, RCA, workaround definition, known error recording, change coordination, and closure.

• Proactive problem identification using trend, pattern, and correlation analysis across incident, change, and monitoring data.

• Lead RCAs (e.g., 5 Whys, fishbone, etc) for high-impact or recurring incidents; facilitate post-incident reviews.

• Define and track workarounds; ensure workarounds are communicated and documented in the KEDB for rapid incident handling.

• Coordinate remediation plans with Technology Command Centre, Application/Infrastructure teams/SRE; track and ensure fixes are risk-assessed and scheduled via Change Management.

• Establish problem review cadence via dashboards and reports.

Known Error Database (KEDB) Management

• Manage the KEDB structure, standards, and governance; ensure entries are accurate, actionable, and current.

• Publish and maintain known errors with clear symptoms, impacted services, root causes, workarounds, permanent fix status, and owner.

• Integrate KEDB with Incident Management workflows, ensuring service desks and Technology Command Centre can quickly search and apply workarounds.

• Measure KEDB effectiveness (search success rate, application rate, impact reduction) and drive continuous improvements.

Analytics & Continuous Improvement

• Analyze incident and problem trends (MTTR, repeat incidents, failure patterns, change-induced incidents).

• Build dashboards and periodic reports for leadership and stakeholders; recommend data-driven actions.

Stakeholder & Vendor Management

• Collaborate cross-functionally with Service Desk, Technology Command Centre, Application/Infrastructure teams/SRE, and Change Management team to drive RCA quality, remediation commitments, and documentation updates.

• Communicate clearly during and after major incidents; provide exec-ready updates on systemic risks and mitigation plans.

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.

• 8- 10yrs in IT Operations or Service Management with 6+ years focused on Problem Management.

• Has leadership experience as a Team Lead

• Strong RCA facilitation skills (5 Whys, etc).

• Hands-on with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification preferred.

• Excellent communication, stakeholder management, and documentation skills.

• Side note: This role requires 100% work in office and is based in the East (Tampines/ Punggol)

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.