IT Infrastructure Engineer (ITSM) - (Public Sector) at Xtremax Pte. Ltd.

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Problem Management, Change Management, Service Request Management, ITSM Strategy, SRE Best Practices, ServiceNow, ITIL Framework, Stakeholder Management, Process Improvement, Quality Reviews, Root Cause Analysis, Change Advisory Board, Service Catalogue Development, Training Programmes, Analytical Skills

Industry

IT Services and IT Consulting

Description

Responsibilities Incident Management: Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs. Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership. Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure Change Management and service Request management: Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow Strategic ITSM Operations: Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions. Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment Comprehensive knowledge of ITIL framework and ITSM best practices Experience in managing major incident responses and facilitating investigation activities Proven ability to manage communications during high-pressure incident situations. Experience facilitating cross-functional meetings and presenting to senior management. Strong documentation skills for creating process guides and post-incident reports. Demonstrate strong coordination abilities and stakeholder management skills Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests Experience in developing service catalogues in ServiceNow Ability to work effectively in a fast-paced environment Strong analytical, problem-solving, and time management abilities Relevant professional certifications in ITIL or ITSM are desirable Knowledge of SRE best practices would be advantageous By submitting your resume/CV, you consent and agree to allow the information provided to be used and processed by or on behalf of Xtremax Pte Ltd for purposes related to your registration of interest in current or future employment with us and for the processing of your application for employment. You also represent to us that you have obtained the consent of your referees when you disclose to us their personal data for the purpose of conducting reference checks. The personal data held by us relating to your application will be kept strictly confidential and in accordance with the PDPA. You may also refer to our Privacy Policy for more details here: We regret to inform you that should you not consent to providing the necessary data required for us to process your application, your application will be considered void.

Responsibilities

The role involves end-to-end management of major IT incidents 24x7, including command and control, escalation, and stakeholder communication, alongside performing quality reviews and trend analysis for improvement. Responsibilities also include managing problem management, facilitating post-mortems, chairing Change Advisory Board meetings, and driving service request management processes.