Location: Singapore
Job Function: Technology Group
Job Type: Permanent
Req ID: 17037
Recruiter: Yvonne Loh
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.
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?
- 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.
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. This role will be in our Tampines Office.
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:
https://gic.careers/group/technology-group/
