IT Problem Analyst, AVP

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Job Purpose The IT Problem Analyst supports the IT Problem Manager in executing the end-to-end Problem Management lifecycle. This role focuses on detailed analysis, documentation, and coordination to prevent incident recurrence and improve service stability. The Problem Analyst ensures accurate RCA outputs, maintains the Known Error Database (KEDB), and provides actionable insights through trend analysis and reporting. Key Responsibilities Problem Management (ITIL-aligned) Assist in the Problem Management lifecycle : detection, logging, categorization, prioritization, RCA documentation, workaround updates, known error recording, and closure. Perform proactive analysis : identify recurring issues through trend, pattern, and correlation analysis across incident, change, and monitoring data. Support RCA sessions : participate in root cause investigations (e.g., 5 Whys, fishbone diagrams); document findings and ensure remediation actions are tracked. Workaround management : update and validate workarounds in KEDB; ensure they are communicated to Service Desk and Technology Command Centre for rapid incident resolution. Coordinate remediation plans : liaise with technical teams and Change Management to ensure fixes are risk-assessed and scheduled appropriately. Known Error Database (KEDB) Management Maintain accurate and actionable KEDB entries, including symptoms, impacted services, root causes, workarounds, and permanent fix status. Ensure KEDB integration with Incident Management workflows for quick search and application. Monitor KEDB usage and effectiveness (search success rate, application rate) and recommend improvements. Analytics & Reporting Build dashboards and reports on problem trends, RCA progress, and remediation status. Provide insights on recurring incidents, MTTR, and change-induced failures to support continuous improvement. Stakeholder Collaboration Work closely with Problem Manager, Service Desk, Technology Command Centre, and technical teams to ensure timely updates and governance compliance. Communicate clearly during problem reviews and provide data-driven recommendations. Bachelor’s degree in Computer Science, Information Systems, or related field. At least 5yrs in IT Operations or Service Management; exposure to Problem Management preferred. Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage. Strong analytical, documentation, and communication skills. Ability to work collaboratively across teams and manage multiple priorities. Side note: This role requires 100% work in office and is based at Loyang What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.