IT Problem Analyst, Assistant Vice President

About the Role

Join Singapore's longest standing bank committed to helping individuals and companies realize their goals since 1932. We are evolving into a future-ready learning organization by embracing innovative technologies and creative solutions, all with the vision to become Asia's premier financial services partner focused on sustainable growth.

This IT Problem Analyst position supports the IT Problem Manager by managing the full Problem Management lifecycle. The role requires performing detailed issue analyses, precise documentation, and coordinating efforts to reduce incident recurrence and enhance service dependability. You will ensure the accuracy of root cause analyses, maintain the Known Error Database (KEDB), and deliver insightful trending and reporting to drive continuous improvements.

Key Responsibilities

• Assist across the Problem Management lifecycle: including issue detection, logging, categorization, prioritization, root cause documentation, workaround updates, known error maintenance, and closure activities.
• Conduct proactive investigations by identifying recurring problems through trend, pattern, and correlation analysis across incident, change, and monitoring data.
• Participate actively in Root Cause Analysis (RCA) exercises using methods like 5 Whys and fishbone diagrams; document outcomes and track remediation progress.
• Manage known workarounds by updating and validating entries in KEDB; coordinate with Service Desk and Technology Command Centre to enable swift incident handling.
• Collaborate with technical teams and Change Management to coordinate risk assessments and schedule effective remediation plans.
• Ensure the Known Error Database is accurately maintained with clear symptom descriptions, impact analysis, root cause details, workaround status, and permanent fix information.
• Integrate KEDB usage smoothly into Incident Management workflows facilitating quick searches and application of solutions.
• Monitor and evaluate KEDB effectiveness including usage metrics and advocate for continual enhancements.
• Develop and maintain dashboards and reports highlighting problem trends, RCA progress, and the status of remediation actions.
• Provide data-driven insights regarding recurring incidents, mean time to recovery, and failures induced by changes to foster ongoing improvements.
• Engage closely with Problem Manager, Service Desk, Technology Command Centre, and technical teams ensuring timely communication, updates, and compliance with governance processes.
• Communicate clearly and professionally during problem review sessions offering actionable recommendations.

Requirements

• Possess a Bachelor's degree in Computer Science, Information Systems, or a related discipline.
• Minimum of five years’ experience working in IT Operations or Service Management fields, preferably with exposure to Problem Management.
• Knowledge of ITIL frameworks including Incident, Problem, Change, and Knowledge Management; ITIL v4 certification is beneficial.
• Strong analytical capabilities, documentation skills, and effective communication abilities.
• Demonstrated aptitude for collaborative teamwork and managing multiple priorities efficiently.
• This position requires full-time onsite presence at Loyang, Singapore.

What We Offer

• Competitive base salary.
• A comprehensive package of flexible benefits tailored to diverse lifestyles.
• Participation in community initiatives.
• Access to industry-leading professional development and learning opportunities.
• A supportive environment prioritizing your wellbeing, career growth, and aspirations alongside our customers’ needs.