What Incident Management Jobs are in Singapore?

Infrastructure & Cybersecurity Resilience (ICR)

Design, build, and secure the technology foundations that power client’s global investment operations. Client aims to deliver resilient, scalable, and secure infrastructure that empowers our people and businesses to perform securely, efficiently, and effectively.

What will you do as an AVP, Incident and Problem Management?

We are seeking a highly skilled IT Service Management (ITSM/ITSO) Manager with deep expertise in Incident and Problem Management practices aligned with ITIL 4 standards. You will be responsible for managing the full incident lifecycle — from detection and coordination through to Root Cause Analysis (RCA) and resolution. The ideal candidate will have 6+ years of experience in Incident and/or Problem Management, preferably within the Financial Services Industry (FSI), and will be passionate about driving service reliability, operational excellence, and continuous improvement.

Incident Management

• Manage the Incident Management (IM) space, ensuring timely communication 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.

What makes you a successful candidate?

• 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 timely implementation 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 optimize the 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.

• Ensure in-house technicians and any contractors have met the workplace, safety & health and fire safety regulations upon carrying out any rectification or replacement work.
• Take charge of incidents during incipient stages before the arrival of appointed person.
• Familiarise with all emergency response, incident & crisis management and business continuity plans and procedures.
• Assist the Fire Safety Manager (FSM) and Site Incident Controller (SIC) in conducting fire drills, evacuation exercise, disaster exercise, table-top exercise and manage real incidents.
• To conduct preliminary investigation on all reported incidents and submit the incident report by end of the day.
• In charge of FCC and supervise the daily operations.
• Manage all ACMV, Lighting, Fire Alarm System, EM Doors, Paging, Lift Monitor System, Carpark System, CCTV in the FCC.
• To delegate respective competent Technicians to carry out daily checks and repair works at every shift.
• To check, prepare and update accurate event technical requirements ACMV and Lighting during work shift and for the following day if required.
• Manage and operate building systems to achieve energy efficiency and water saving and 3 also to reduce & recycling of waste.
• To ensure that the CERT response appropriately and promptly to incidents and emergencies.
• Any ad hoc duties as assigned by Reporting Officer from time to time.

Requirements

• Minimum NITEC in M&E Engineering and/or Building Services related fields.
• Minimum 2 - 3 years of relevant working experience in facilities operations, incident management, or safety-related roles.
• Able to communicate and with interpersonal skills. Pro-active and able to work independently and as a team.
• Able to work on rotating shifts including weekends and public holidays.
• Strong hands-on technical skills.

Role Purpose

The Incident and Service Management Specialist is responsible for owning and commanding all major service events across assigned customers, including Major Incidents, Major Changes, Major Releases, and Major Security Incidents.

Acting as the single operational owner on duty, the role ensures effective ground-level execution through disciplined coordination of internal delivery teams and external vendors, while maintaining clear, timely, and confident communication with customers and senior stakeholders during high-impact situations.

This role is not hands-on technical, but requires strong situational awareness, sound operational judgement, and the ability to direct multi-disciplinary teams under pressure. The role plays a critical part in protecting service outcomes, customer confidence, and contractual commitments during major events.

Key Responsibilities

• Assume end-to-end ownership for all major events during assigned duty windows, including:
• Major Incidents
• High-risk / high-impact Changes
• Major Releases and deployments
• Major Security or cyber events
• Act as the single point of command and accountability until event stabilisation and formal handover.
• Initiate, chair, and control war rooms involving internal delivery teams, vendors, and partners.
• Maintain continuous situational awareness and ensure actions remain outcome-focused (service stability, customer impact minimisation).
• Direct and coordinate multi-disciplinary delivery teams across infrastructure, applications, cloud, network, security, and EUC.
• Drive vendor engagement and accountability during major events, including:
• Escalation management
• SLA / OLA risk management
• Timely mobilisation of appropriate vendor resources
• Challenge ineffective responses or delays and ensure focus remains on resolution and customer outcomes.
• Oversee major changes and releases, ensuring:
• Readiness of delivery teams
• Clear rollback and contingency planning
• Controlled execution and communication
• Coordinate with Security Operations for major security incidents
• Lead all customer-facing communications during major events, ensuring:
• Serve as the operational representative of the account, escalating to Account Managers / Executives where required.
• Translate technical information into business-impact language suitable for senior customer stakeholders.
• Ensure post-event customer communications are completed, including summaries, action tracking, and follow-ups. Ensure all major events are documented with clear timelines, decisions, communications, and outcomes.
• Support and coordinate Post-Incident Reviews (PIRs) and major event retrospectives.
• Track corrective and improvement actions through to closure.
• Ensure adherence to contractual obligations, service governance, and organisational policies during major events.

Required Skills and Competencies

• Technical Skills:
• Broad understanding (not hands-on) of enterprise IT environments, including:
• Infrastructure, cloud, network, applications, and security operations
• Ability to understand technical symptoms, dependencies, and risks.
• Familiarity with ITSM tools (e.g., ServiceNow) and structured incident/change processes.
• Communication and Operational Skills
• Exceptional verbal and written communication skills.
• Ability to translate technical issues into clear customer-facing narratives.
• Experience managing customer expectations during service-impacting events.
• Confident engagement with senior customer stakeholders and internal leadership.
• Ability to lead without authority across multiple technical and vendor teams.
• Excellent judgement, prioritisation, and decision-making under pressure.

Qualifications & Experience

• Education / Certifications
• Diploma or Degree in IT, Business, Engineering, or a related discipline.
• ITIL Foundation or equivalent service management knowledge is preferred.
• Security or risk-related certifications are advantageous but not mandatory.
• Optional but advantageous:
• Experience and/or certification in application monitoring tools (e.g., Dynatrace Associate, New Relic, AppDynamics).
• Experience and/or certification in system monitoring tools (e.g., SolarWinds, Dynatrace, Zabbix).
• Basic DevOps-related certifications (e.g., AWS Developer Associate, Azure Developer Associate) if supporting modern apps.
• Firewall vendor certifications (Fortinet NSE, Palo Alto ACE)
• Experience
• 1–3 years’ experience in incident management, client success manager, service delivery management.
• Experience supporting enterprise or managed-service customers in multi-vendor environments
• Technical Competency
• Understanding of application components (frontend, backend, API gateway, middleware).
• Familiarity with common application issues (timeouts, dependency failures, code exceptions).
• Ability to interpret basic stack traces or error messages (not hands-on development).
• Ability to interpret common cloud issues (latency, resource limits, region outages).
• Familiarity with cloud networking concepts (VPC, NSG, load balancing).
• Knowledge of Windows/Mac systems, AD authentication, group policies.

COMPANY DESCRIPTION

Who we are

Constellar is Asia's preferred partner for convening businesses, curating ideas and creating opportunities for sustainable business growth and global impact. Based in Singapore, we curate and develop influential trade events for key industries and sectors, connecting people, global marketplaces and networks for sustainable growth. We also manage the Singapore EXPO, Singapore's largest purpose-built venue for Meetings, Incentives, Conventions and Exhibitions (MICE).

Our vision is to be a global leader made in Asia, activating impactful networks to enable cross-industry collaboration and innovation through our holistic portfolio of intellectual property (IP) in the MICE industry.

Learn more about us at constellar.co.

What it's like to work here

Meetings, Incentives, Conventions and Exhibitions, or MICE, is a vehicle for new businesses, partnerships. We are privileged to have a front seat at the intersection of creativity, communities and collaboration, with a unique opportunity to connect a global eco-system of partners, businesses and consumers in the MICE industry daily. Our ambition is to become a global leader made in Asia, and Asia's top MICE company: A vision shared by our shareholders Temasek and Cuscaden Peak Investments.

We recognise the immense opportunity we have to lead with purpose, demonstrate leadership and commitment to sustainable and responsible business practices, and activate impactful networks for sustainable growth.

You don't need to have MICE experience to work with us. We're looking for ambitious, entrepreneurial self-starters with a strong sense of ownership, passion and curiosity, driven by our values of care, ownership, trust, passion and innovation.

RESPONSIBILITIES

• Ensure in-house technicians and any contractors have met the workplace, safety & health and fire safety regulations upon carrying out any rectification or replacement work.
• Take charge of incidents during incipient stages before the arrival of appointed person.
• Familiarise with all emergency response, incident & crisis management and business continuity plans and procedures.
• Assist the Fire Safety Manager (FSM) and Site Incident Controller (SIC) in conducting fire drills, evacuation exercise, disaster exercise, table-top exercise and manage real incidents.
• To conduct preliminary investigation on all reported incidents and submit the incident report by end of the day.
• In charge of FCC and supervise the daily operations.
• Manage all ACMV, Lighting, Fire Alarm System, EM Doors, Paging, Lift Monitor System, Carpark System, CCTV in the FCC.
• To delegate respective competent Technicians to carry out daily checks and repair works at every shift.
• To check, prepare and update accurate event technical requirements ACMV and Lighting during work shift and for the following day if required.
• Manage and operate building systems to achieve energy efficiency and water saving and 3 also to reduce & recycling of waste.
• To ensure that the CERT response appropriately and promptly to incidents and emergencies.
• Any ad hoc duties as assigned by Reporting Officer from time to time.

• Minimum NITEC in M&E Engineering and/or Building Services related fields.
• Minimum 2 - 3 years of relevant working experience in facilities operations, incident management, or safety-related roles.
• Able to communicate and with interpersonal skills. Pro-active and able to work independently and as a team.
• Able to work on rotating shifts including weekends and public holidays.
• Strong hands-on technical skills.

I am hiring for an Incident & Problem Management to support our project with a leading global MNC in Singapore. This role sits within the Infrastructure & Cybersecurity Resilience team and plays a key role in driving operational excellence, service reliability, and ITSM best practices across the organization.

The Role: As part of the Incident & Problem Management, you will be responsible for leading and continuously improving the Incident and Problem Management functions across the technology organization. You will oversee the full incident lifecycle, ensuring timely communication, stakeholder coordination, escalation management, and resolution of technology incidents, including major incidents that require war room or virtual command center activation. You will act as the primary escalation point for high-impact incidents, coordinate recovery efforts across multiple technology teams, and ensure accurate documentation within the ITSM platform. Beyond incident management, you will drive Problem Management practices by conducting structured Root Cause Analysis (RCA), facilitating review forums, implementing permanent corrective actions, and promoting continuous improvement initiatives. The role will also involve partnering with ServiceNow teams to enhance ITSM processes, delivering lessons learned sessions, developing operational metrics and reporting, and ensuring Incident and Problem Management practices remain aligned with ITIL 4 standards and industry best practices. Participation in after-hours support and rotational on-call coverage will be required when necessary.

The Ideal Candidate: Have a minimum of 6 years of experience within IT Service Management, specifically in Incident Management, Problem Management, or a combination of both. You should have strong experience managing major incidents, leading cross-functional recovery efforts, and communicating effectively with technical teams, business stakeholders, and senior leadership during critical situations. A solid understanding of ITIL 4 frameworks and hands-on experience performing Root Cause Analysis using methodologies such as 5 Whys, Ishikawa (Fishbone), and Kepner-Tregoe is essential. Experience working with ServiceNow and driving improvements across ITSM processes will be highly valued. We are looking for someone who is analytical, detail-oriented, and passionate about improving service reliability through proactive problem management and continuous improvement initiatives. Strong stakeholder management, facilitation, communication, and leadership skills are critical, along with the ability to mentor teams, influence outcomes, and drive operational excellence across a complex enterprise technology environment.

If you are interested or know someone who may be a good fit, feel free to reach out.

Only shortlisted candidates will be contacted.

Key Responsibilities

• Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
• Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
• Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
• Derive and implement lessons learned to drive continuous improvement.
• Oversee Cloud customer escalations, assuming accountability and leading incident and escalation calls.
• Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
• Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
• Provide regular updates to customers, account teams, customer success managers, and management.
• Produce formal RCAs for customers and maintain detailed escalation records.
• Implement actionable lessons learned from RCAs and track progress to ensure continuous service quality improvements.

Qualifications

• BS/BA degree or equivalent technical experience
• Minimum of 3 years of experience with SaaS-based solutions.
• At least 3 years in customer-facing roles such as professional services, customer success, account management, or support.
• Strong technical acumen, including networking and network security.
• Ability to excel under pressure and meet tight deadlines.
• Capable of working independently with minimal supervision.
• Flexibility to work varying hours based on customer and business needs.
• Proven experience in matrix and cross-functional environments.
• Experience in a global company is an advantage.
• Comfortable with rotational shift

Required Skills

• Excellent written and spoken communication skills.
• Fluent in English, both written and spoken.
• Strong presentation skills, comfortable presenting to diverse audiences, including C-level executives.
• Good listening skills and comprehension.
• Ability to build relationships across geographies, cultures, and organizations.
• ITIL + PMP/PRINCE2 + Security+/CCNA or cloud fundamentals - good to have

Nice to have but not mandatory

• CISSP
• CISM
• GCIH
• CEH

Key Responsibilities:

Incident Management:

• Lead the end-to-end process of managing incidents, ensuring incidents are addressed promptly and escalated appropriately.
• Coordinate technical teams, vendors, and stakeholders to ensure swift resolution.
• Serve as the single point of communication and decision-making during incidents.
• Manage communication across different levels of the organization, from technical teams to executive leadership.
• Perform analysis to identify incident trends.
• Review incidents to ensure that they are documented correctly as per the Incident Management process.
• Track and report all Incident Management in accordance to KPIs.
• Perform post incident review for incidents to capture lessons learned and ensure closure of improvement plans.
• Work with internal key stakeholders to prepare MAS incident reports for RI/PNI incidents.
• Drive performance improvement efforts based on incident analysis and data.

Requirements:

• Minimum 4-5 years of working experience managing incidents in a financial institution or a regulated environment.
• ITIL v3/v4 Foundation Certification preferred.
• Certifications in relevant technologies (e.g., AWS, Azure, Cisco) are a plus.
• Possess a good understanding of MAS Technology Risk Management Guidelines (TRMG).
• Fundamental knowledge of IT infrastructure components, including servers, networking, databases, and cloud services.
• Proven record in driving complex root cause analysis and incident resolution in multi-vendor and multi-platform environments.
• Familiarity with monitoring and alerting tools (e.g. ELK or SolarWinds) is an advantage.

Interested candidate who wish to apply for the advertised position, please click “Apply”. We regret that only shortlisted candidates will be notified

EA License No.: 01C4394 (PERSOL Singapore Pte Ltd)

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We are seeking for Cyber Security Incident Responder for one of the global banks in Singapore who will be part of Production SOC & Security Investigation & Incident Response team.

Your role will be to:

• Strengthen the detection capabilities in APAC and be member of the Global Use Case development team for a worldwide alignment of the security use cases.
• Contribute to the enhancement of SIEM and SOAR capabilities,
• Act as reference point in team of experts on Security Incident Response activities, Anti- Malware/Defense activities and Security Detection activities,
• Oversee the detection capabilities for the 24/7 regional IT Production SOC which handles the IT
• Production security alerts for the APAC region, Participate to the global continuous improvement of the framework of tools and processes for Security Incident Management, Anti-Malware/Defense and Security Detection,
• Collaborate with the APAC Business CSIRT, accountable for the Security Incident practice in APAC, to strengthen the extended security monitoring setup between Business Information Security and IT Production Security.

Main Responsibilities

Direct Responsibilities

• Lead technical activities (security use case definition, design, implementation & enrichment) in the team of IT Production Security Investigation & Incident Response based on real-world attack scenarios and framework like MITRE ATT&CK, ensuring robust security detection posture across various layers.
• Understand ongoing security threats in the wild and propose security usecase to detect and when possible, protect or mitigate.
• Be autonomous on technical activities (definition, R&D/threat hunting) in the team of IT Production Security Investigation & Incident Response and oversee the detection capabilities of the 24/7 regional IT Production SOC.
• Respond to Cyber / IT security incidents and evaluates the type and severity of security events.
• Identify recurring security issues and risks and develops mitigation plans and recommends process improvements.
• Partner with global, regional and local stakeholders to ensure organizational and procedural efficiency and readiness for detection of suspicious events and reaction.
• Continuously improve the processes to strengthen the current SOC framework via review of policies and operational playbooks.

Contributing Responsibilities

• Partner with the APAC Business CSIRT for integrated security monitoring and alert/incident handling operations.
• Contribute to local security incident response outside the direct scope of responsibilities (i.e., local IT production in some APAC business entities).
• Contribute to the Bank compliance with regulatory requirements and internal policies.
• Contribute to the reporting of all incidents according to the Incident Management System.
• Contribute to the control frameworks in day‐to‐day business activities, such as Control Plan; Participate to Audit interview and provide the require evidence.

Qualifications & Experience

Role Specific Technical Skills

• MUST HAVE a minimum of 7 or more years of experience as security professional.
• Experience in security use case design/development with understanding of Java language.
• Good working knowledge of Linux (RedHat/Ubuntu).
• Working knowledge to interpret security logs or instructions into threat models. SecOPS-DevOPS mindset & skills.
• Experience and knowledge in investigating incidents, remediation, tracking and follow-up for incident closure with concerned teams, stakeholders.
• Thorough understanding of technologies and security concepts, with knowledge & hands on experience in SIEM Product and Security Incident Management.
• Experience on incident response activities (threat hunting, event analysis, incident investigation, reporting).
• Comfortable working with and making the most of large data sets (collection, analysis, response),
• creating content/use cases/models and bringing an automation mindset.

Personal Attributes

• Strong problem-solving skills.
• Good communication skills (English is MUST, French is added advantage).
• Positive attitude, willing to upskill and carry out in-depth troubleshooting.
• Has the ability to work autonomously and think on feet, be-proactive.
• Good interpersonal skills and team player.
• High energy level coupled with a desire to take on responsibility.
• Able to multi-task & deliver within agreed deadlines.

Specific Qualifications

• Candidate MUST have 7 or more years of experience on overall cybersecurity incident response with 4+ years specifically on security use case design, development, coding.
• Experience in SIEM on ELK(Elastic, Logstash, Kibana) stack is a plus
• Professional credentials in one of the relevant IT Security disciplines is a plus (SANS / CISSP / OSCP)
• Experience in common scripting languages such as Python, PowerShell, Bash, SQL is a plus