Manager, Incident & Problem Management, Infrastructure & Service Management

About the role

This role coordinates and establishes relationships with vendors and service providers to deliver ongoing and project-based infrastructure services, and drives internal initiative projects. It also ensures vendor service performance complies with internal policies and external regulations.

Key responsibilities

• Facilitate incident management so incidents are identified, escalated and resolved in line with SLA targets
• Lead major incidents (P1/P2), coordinating across teams, communicating with stakeholders and producing post-incident reports
• Drive root cause analysis for recurring or high-impact incidents and ensure corrective and preventive actions are implemented
• Establish and enforce problem management practices to reduce incident recurrence and improve service reliability
• Work with infrastructure, application and vendor teams to resolve complex technical issues
• Monitor incident trends and share insights to improve system stability and operational performance
• Support governance and audit requirements, including SLA compliance, RCA timelines and reporting standards

Required profile

• Minimum 10 years of experience in insurance and/or banking and finance, with at least 3 years in vendor and/or project management
• Proven ability to manage major incidents in complex enterprise environments
• Experience in multi-vendor environments and cross-functional teams, and in Agile or hybrid delivery environments
• Good command of written and spoken English and Chinese

Required skills

• Strong experience of ITIL Incident and Problem Management
• Understanding of SLA/OLA frameworks and service performance metrics
• Experience using ITSM tools such as ServiceNow
• Cloud, DevOps or SRE exposure is a plus