297 Itsm jobs in Singapore

Location: Client Site – Chai Chee, Singapore

Salary: $3,500 – $3,700 per month

Contract Duration: 1 Year (with completion bonus)

Security Clearance: Cat 2 required

We are looking for a Service Desk Engineer to be the first point of contact for end users. In this role, you will handle technical issues and service requests related to hardware, software, network, and Microsoft Exchange/Outlook. You will log and track incidents using ITSM tools, troubleshoot issues, escalate where necessary, and ensure timely resolution.

This role requires professionalism, patience, and strong troubleshooting skills to deliver excellent customer support.

Key Responsibilitie

1. Provide first-line technical support for hardware, software, and network issues.
2. Log all incidents and service requests in the incident ticketing tool.
3. Perform accurate problem assessment and ensure timely resolution.
4. Escalate issues to Level 2/3 support as per escalation matrix.
5. Provide regular updates to users on incident status and follow-up actions.
6. Ensure polite, professional handling of calls, emails, and service requests.
7. Collaborate with the Team Lead to suggest process improvements.
8. Participate in shift work and weekend duties as per rotation schedule.

Requirements

• Minimum 2 years of IT Service Desk experience.
• Strong troubleshooting skills with ability to resolve first-line issues.
• Hands-on experience with Microsoft Exchange / Outlook (mandatory).
• Familiarity with ITSM tools and escalation workflows.
• Good written and verbal communication skills.
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+) are an advantage.

Work Schedule

Shift Work: 8-hour shifts, rotational basis.

Shifts:

1. 1st Shift: 8:00 AM – 5:00 PM
2. 2nd Shift: 12:30 PM – 9:30 PM

• Days: Monday to Sunday (5 working days per week, 2 rest days – not always consecutive).
• On average, one full weekend off every 1.5 months.

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at !

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Company:
Sopra Steria is a listed European tech leader specializing in Consulting, Digital Services, and Software. With 60,000 employees worldwide across Europe, North America, and Asia, Singapore serves as the HQ for our APAC operations. We focus on delivering Infrastructure, Cloud, and Cybersecurity services across the region.
Description:
For this opportunity, we are looking for an ITSM Consultant to assist one of our clients. You will be part of a cutting-edge Blockchain project in collaboration with a major Hong Kong Bank.
Responsibilities:
Oversee release management processes, ensuring smooth and controlled deployment of changes across production environments.
Implement and enforce change management governance, including reviewing, approving, and documenting production changes to minimize risk.
Maintain IT service catalogs, SLAs, and incident management workflows to align with ITIL best practices.
3rd Party Tool Integration & SaaS Governance:
Administer and optimize SaaS platforms (Jira, Freshdesk, etc.), enforce governance policies for tool usage, integrations, and automation workflows.
Collaborate with stakeholders to ensure tools support ITSM processes (incident, problem, change, and release management).
IT Onboarding & Offboarding (Security & Compliance Focus):
Standardize and automate user provisioning/deprovisioning processes.
Maintain audit-ready documentation for access management and compliance reporting.
Production Environment & Security:
Administer internal VPNs and user access (IAM).
Partner with Engineering and DevOps to align operational changes with release and change governance.
Train teams on ITSM processes, security protocols, and compliance requirements.
Requirements:
Experience with IT service delivery.
Strong understanding of production environment stability and risk mitigation, especially change/release management.
Familiarity with governance tools (ServiceNow, Jira Service Management, Freshdesk).
Benefits:
Regular team building activities.
18 leave days per year.
Insurance coverage: GP, Hospitalization, Dental, and Optical.
Annual bonus.
Working hours: 9 am to 6 pm, Monday to Friday.
Training and certification pathways.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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Company:

Sopra Steria is a listed European tech leader specializing in Consulting, Digital Services, and Software. With 60,000 employees worldwide across Europe, North America and Asia, Singapore serves as the HQ for our APAC operations. We focus on delivering Infrastructure, Cloud and Cybersecurity services across the region.

Description :

For this position, we are looking for a ITSM Consultant to assist one of our client. You will get to be part of a cutting-edge Blockchain project in collaboration with a major Hong Kong Bank.

Responsibilities :

IT Service Management (ITSM) & Governance:

• Oversee release management processes, ensuring smooth and controlled deployment of changes across production environments.
• Implement and enforce change management governance, including reviewing, approving, and documenting production changes to minimize risk.
• Maintain IT service catalogs, SLAs, and incident management workflows to align with ITIL best practices.

3rd Party Tool Integration & SaaS Governance:

• Administer and optimize SaaS platforms (Jira, Freshdesk, etc.), enforce governance policies for tool usage, integrations, and automation workflows.
• Collaborate with stakeholders to ensure tools support ITSM processes (incident, problem, change, and release management).

IT Onboarding & Offboarding (Security & Compliance Focus):

• Standardize and automate user provisioning/deprovisioning processes.
• Maintain audit-ready documentation for access management and compliance reporting.

Production Environment & Security:

• Administer internal VPNs and user access (IAM).
• Partner with Engineering and DevOps to align operational changes with release and change governance.
• Train teams on ITSM processes, security protocols, and compliance requirements.

Key Responsibilities:

• Design IT service and asset management processes that incorporate IAM requirements and meet business needs.
• Define strategies for optimizing ITSM and ITAM while ensuring alignment with security and compliance goals.
• Oversee the transition of new or revised services, ensuring proper integration of IAM protocols.
• Manage day-to-day ITSM and ITAM operations with a strong emphasis on compliance and control.
• Own the architecture, customization, and rollout of the ServiceNow platform to support expansion across APAC countries.
• Lead ServiceNow design and development activities to enhance automation, workflow efficiency, and tool integration.
• Collaborate across ITSM, ITAM, and IAM teams to ensure cohesive service delivery and continuous improvement.

Requirements:

• Bachelor's degree in Information Systems or related field.
• Proven experience in IT service and asset management .
• Strong knowledge of ITIL frameworks ; ITIL certification is preferred.
• Hands-on experience with ServiceNow platform architecture , customization, and rollout across multiple environments.
• Experience in ServiceNow tool design and development is required.
• Familiarity with project management and risk/compliance controls.
• Understanding of cloud technologies is a plus.

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Location:
Singapore, SG
Job Function: Technology Group
Job Type: Permanent
GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations around the world, we invest in more than 40 countries globally across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of the world’s industry leaders. As a leading global long-term investor, we Work at the Point of Impact for Singapore’s financial future, and the communities we invest in worldwide.
Technology Group
We experiment, design, and lead a 24×7 global business where we support core capabilities in asset management, trading, investment operations, and risk management. We deliver secure, reliable, and integrated solutions, and provide insights on new, and emerging technologies.
Infrastructure Team
We enhance GIC’s digital solutions by establishing a strong technology foundation, emphasising innovation, quality design, and security. By promoting transparency and data-driven approaches, we empower teams and drive automation to enhance efficiency and reliability.
What will you do as an VP, IT Service Management Specialist - Incident, Major Incident and Problem Management?
We are seeking a highly skilled IT Service Management (ITSM) Specialist with a strong focus on Incident and Problem Management protocols based on ITIL 4 standards. The ideal candidate will have over 7 years of experience in the Incident and/or Problem Management space, preferably within the Financial Services Industry (FSI). This role requires a proactive individual who can effectively manage major incidents, ensuring timely communication and resolution, which may on occasion include late evenings or weekends.
•
Oversee the effectiveness and efficiency of the Incident Management process , ensuring it is documented, understood, and followed by all relevant parties.

• Monitor metrics and performance using dashboards and reports, identifying areas for improvement.
• Act as an escalation point for incidents not resolved within agreed timescales or causing significant business impact.

•
Lead Major Incident Management efforts , including formally declaring major incidents based on predefined criteria and assembling the Major Incident Team (War Room/Virtual Command Center).

• Coordinate all activities related to the resolution of major incidents, ensuring resources are effectively utilized and communication is managed with stakeholders, including IT management and business users.
• Maintain high-quality and accurate incident records in the ITSM tool, ensuring that major incident records are updated with significant events, decisions, and actions.
• Provide in-depth analysis to address recurring incidents and underlying problems, ensuring that insights from major incidents inform future prevention strategies.

•
Oversee the effectiveness for the Problem Management space , leveraging strong knowledge of Problem Management processes to enhance overall ITSM practices.

• Facilitate post-incident reviews for significant and major incidents to identify lessons learned and drive continual improvement.
• Provide training and support to team members on incident and problem management processes and tools, with a specific focus on major incident protocols.
• Collaborate with the implementation team to define and implement the enhanced Incident and Problem Management module in our ITSM tool, ensuring alignment with ITIL 4 standards.
  What qualifications or skills should you possess in this role?
• Strong understanding of ITIL 4 Incident and Problem Management protocols and best practices, particularly in the context of major incidents.
• Proven experience in managing major incidents within the Financial Services Industry, particularly in high availability environments.
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Proficiency in ITSM tools, with a focus on incident tracking and reporting.
• Strong analytical skills to assess incident data and identify trends for process improvement.
• Ability to work flexible hours, including evenings and weekends, as required by incident response needs.

This role presents a fantastic opportunity to significantly enhance our incident management capabilities, especially in handling major incidents. Additionally, you'll play a vital role in defining and implementing enhancements on our ITSM platform. If you are a proactive problem-solver with a deep passion for ITSM, we encourage you to apply.
Work at the Point of Impact
We need to be forward-looking to attract the right people to help us become the Leading Global Long-term Investor. Join our ambitious, agile, and diverse teams - be empowered to push boundaries and pursue innovative ideas, share your views, and be heard. Be anchored on our PRIME Values: Prudence, Respect, Integrity, Merit and Excellence, which guides us in how we make our day-to-day decisions. We strive to inspire. To make an impact.
GIC is a Great Place to Work
At GIC, our offices are vibrant hubs for ideation, professional growth, and interpersonal connection. At the same time, we believe that flexibility allows us to do our best work and be our best selves. Thus, our teams come into the office four days per week to harness the benefits of in-person collaboration, but have the flexibility to choose which days they work from home and adjust this arrangement as situational needs arise.
GIC is an equal opportunity employer
As an employer, we passionately believe every individual brings with them unique diversity of thought and perspectives to meaningfully enrich perspectives of GIC teams to drive competitive performance. An inclusive environment yields exceptional contribution.
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Join to apply for the
VP, IT Service Management (ITSM) Specialist, Technology Group
role at
GIC
Join to apply for the
VP, IT Service Management (ITSM) Specialist, Technology Group
role at
GIC
GIC is one of the world’s largest sovereign wealth funds. With over 2,000 employees across 11 locations around the world, we invest in more than 40 countries globally across asset classes and businesses. Working at GIC gives you exposure to an extraordinary network of the world’s industry leaders. As a leading global long-term investor, we Work at the Point of Impact for Singapore’s financial future, and the communities we invest in worldwide.
Technology Group
We experiment, design, and lead a 24×7 global business where we support core capabilities in asset management, trading, investment operations, and risk management. We deliver secure, reliable, and integrated solutions, and provide insights on new, and emerging technologies.
Infrastructure Team
We enhance GIC’s digital solutions by establishing a strong technology foundation, emphasising innovation, quality design, and security. By promoting transparency and data-driven approaches, we empower teams and drive automation to enhance efficiency and reliability.
What will you do as an VP, IT Service Management Specialist - Incident, Major Incident and Problem Management?
We are seeking a highly skilled IT Service Management (ITSM) Specialist with a strong focus on Incident and Problem Management protocols based on ITIL 4 standards. The ideal candidate will have over 10 years of experience in the Incident and/or Problem Management space, preferably within the Financial Services Industry (FSI). This role requires a proactive individual who can effectively manage major incidents, ensuring timely communication and resolution, which may on occasion include late evenings or weekends.
Oversee the effectiveness and efficiency of the Incident Management process, ensuring it is documented, understood, and followed by all relevant parties.
Monitor metrics and performance using dashboards and reports, identifying areas for improvement.
Act as an escalation point for incidents not resolved within agreed timescales or causing significant business impact.
Lead Major Incident Management efforts, including formally declaring major incidents based on predefined criteria and assembling the Major Incident Team (War Room/Virtual Command Center).
Coordinate all activities related to the resolution of major incidents, ensuring resources are effectively utilized and communication is managed with stakeholders, including IT management and business users.
Maintain high-quality and accurate incident records in the ITSM tool, ensuring that major incident records are updated with significant events, decisions, and actions.
Provide in-depth analysis to address recurring incidents and underlying problems, ensuring that insights from major incidents inform future prevention strategies.
Oversee the effectiveness for the Problem Management space, leveraging strong knowledge of Problem Management processes to enhance overall ITSM practices.
Facilitate post-incident reviews for significant and major incidents to identify lessons learned and drive continual improvement.
Provide training and support to team members on incident and problem management processes and tools, with a specific focus on major incident protocols.
Collaborate with the implementation team to define and implement the enhanced Incident and Problem Management module in our ITSM tool, ensuring alignment with ITIL 4 standards.
What qualifications or skills should you possess in this role?
Strong understanding of ITIL 4 Incident and Problem Management protocols and best practices, particularly in the context of major incidents.
Proven experience in managing major incidents within the Financial Services Industry, particularly in high availability environments.
Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
Proficiency in ITSM tools, with a focus on incident tracking and reporting.
Strong analytical skills to assess incident data and identify trends for process improvement.
Ability to work flexible hours, including evenings and weekends, as required by incident response needs.
This role presents a fantastic opportunity to significantly enhance our incident management capabilities, especially in handling major incidents. Additionally, you'll play a vital role in defining and implementing enhancements on our ITSM platform. If you are a proactive problem-solver with a deep passion for ITSM, we encourage you to apply.
Work at the Point of Impact
We need to be forward-looking to attract the right people to help us become the Leading Global Long-term Investor. Join our ambitious, agile, and diverse teams - be empowered to push boundaries and pursue innovative ideas, share your views, and be heard. Be anchored on our PRIME Values: Prudence, Respect, Integrity, Merit and Excellence, which guides us in how we make our day-to-day decisions. We strive to inspire. To make an impact.
GIC is a Great Place to Work
At GIC, our offices are vibrant hubs for ideation, professional growth, and interpersonal connection. At the same time, we believe that flexibility allows us to do our best work and be our best selves. Thus, our teams come into the office four days per week to harness the benefits of in-person collaboration, but have the flexibility to choose which days they work from home and adjust this arrangement as situational needs arise.
GIC is an equal opportunity employer
As an employer, we passionately believe every individual brings with them unique diversity of thought and perspectives to meaningfully enrich perspectives of GIC teams to drive competitive performance. An inclusive environment yields exceptional contribution.
Learn more about our Technology Group here: Our PRIME Values
GIC is a values driven organization. GIC’s PRIME Values act as our compass, enabling us to fulfil our fundamental purpose and objectives. It is the foundational bedrock which governs our behaviors, our decision making, and our focus. It informs both our long-term strategy as a firm, and the way we relate to our Client, business partners and employees. PRIME stands for Prudence, Respect, Integrity, Merit and Excellence.
Seniority level
Seniority level Mid-Senior level
Employment type
Employment type Full-time
Job function
Job function Project Management, Analyst, and Information Technology
Industries Investment Management and Financial Services
Referrals increase your chances of interviewing at GIC by 2x
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Key Responsibilities

Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.

Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.

Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.

Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.

Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.

Drive adoption and continuous improvement of ITSM best practices across all IT teams.

Oversee operational aspects of the IT Command Centre and Helpdesk, including:

• Acting as the primary liaison between internal stakeholders and external service providers.
• Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
• Participating in service reviews, audits, and performance assessments.
• Managing Incident, Problem, and Change Management processes across vendor operations.
• Leading continuous improvement initiatives and service enhancements.
• Supporting escalation management and root cause analysis efforts.

Requirements

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling.
• Strong understanding of ITIL framework and ITSM best practices; ITIL v3/v4 certification is preferred.
• Hands-on experience with automation tools, scripting, and AI/ML technologies relevant to IT operations.
• Proficient with ITSM platforms such as ServiceNow, BMC Remedy, or similar tools.
• Demonstrated ability to mentor technical teams and lead cross-functional collaboration.
• Excellent problem-solving, communication, and stakeholder management skills.
• Hands-on software development or scripting experience in Python, JavaScript (Node.js), or similar languages.
• Experience with monitoring and observability platforms like Splunk, Grafana, ScienceLogic, or equivalent (advantageous).
• Familiarity with CI/CD pipelines, GitOps practices, cloud platforms (AWS, Azure, GCP), and Infrastructure-as-Code (IaC) tools (advantageous).
• Proficiency with AI/ML frameworks and tools (e.g.,TensorFlow, scikit-learn, LangChain, OpenAI APIs) is a strong advantage.
• A passion for innovation and continuous improvement.

Key Responsibilities

Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.

Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.

Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.

Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.

Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.

Drive adoption and continuous improvement of ITSM best practices across all IT teams.

Oversee operational aspects of the IT Command Centre and Helpdesk, including:

• Acting as the primary liaison between internal stakeholders and external service providers.
• Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
• Participating in service reviews, audits, and performance assessments.
• Managing Incident, Problem, and Change Management processes across vendor operations.
• Leading continuous improvement initiatives and service enhancements.
• Supporting escalation management and root cause analysis efforts.

Requirements

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling.
• Strong understanding of ITIL framework and ITSM best practices; ITIL v3/v4 certification is preferred.
• Hands-on experience with automation tools, scripting, and AI/ML technologies relevant to IT operations.
• Proficient with ITSM platforms such as ServiceNow, BMC Remedy, or similar tools.
• Demonstrated ability to mentor technical teams and lead cross-functional collaboration.
• Excellent problem-solving, communication, and stakeholder management skills.
• Hands-on software development or scripting experience in Python, JavaScript (Node.js), or similar languages.
• Experience with monitoring and observability platforms like Splunk, Grafana, ScienceLogic, or equivalent (advantageous).
• Familiarity with CI/CD pipelines, GitOps practices, cloud platforms (AWS, Azure, GCP), and Infrastructure-as-Code (IaC) tools (advantageous).
• Proficiency with AI/ML frameworks and tools (e.g.,TensorFlow, scikit-learn, LangChain, OpenAI APIs) is a strong advantage.
• A passion for innovation and continuous improvement.

Key Responsibilities
Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools.
Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents.
Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains.
Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities.
Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices.
Drive adoption and continuous improvement of ITSM best practices across all IT teams.
Oversee operational aspects of the IT Command Centre and Helpdesk, including:
Acting as the primary liaison between internal stakeholders and external service providers.
Monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance.
Participating in service reviews, audits, and performance assessments.
Managing Incident, Problem, and Change Management processes across vendor operations.
Leading continuous improvement initiatives and service enhancements.
Supporting escalation management and root cause analysis efforts.
Requirements
Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling.
Strong understanding of ITIL framework and ITSM best practices; ITIL v3/v4 certification is preferred.
Hands-on experience with automation tools, scripting, and AI/ML technologies relevant to IT operations.
Proficient with ITSM platforms such as ServiceNow, BMC Remedy, or similar tools.
Demonstrated ability to mentor technical teams and lead cross-functional collaboration.
Excellent problem-solving, communication, and stakeholder management skills.
Hands-on software development or scripting experience in Python, JavaScript (Node.js), or similar languages.
Experience with monitoring and observability platforms like Splunk, Grafana, ScienceLogic, or equivalent (advantageous).
Familiarity with CI/CD pipelines, GitOps practices, cloud platforms (AWS, Azure, GCP), and Infrastructure-as-Code (IaC) tools (advantageous).
Proficiency with AI/ML frameworks and tools (e.g.,TensorFlow, scikit-learn, LangChain, OpenAI APIs) is a strong advantage.
A passion for innovation and continuous improvement.
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