VP, IT Service Management (ITSM) Specialist, Technology Group

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. 

Infrastructure Team

We enhance GIC’s digital solutions by establishing a strong technology foundation, emphasising innovation, quality design, and security. By promoting transparency and data-driven approaches, we empower teams and drive automation to enhance efficiency and reliability. 

What will you do as an VP, IT Service Management Specialist - Incident, Major Incident and Problem Management? 
We are seeking a highly skilled IT Service Management (ITSM) Specialist with a strong focus on Incident and Problem Management protocols based on ITIL 4 standards. The ideal candidate will have over 7 years of experience in the Incident and/or Problem Management space, preferably within the Financial Services Industry (FSI). This role requires a proactive individual who can effectively manage major incidents, ensuring timely communication and resolution, which may on occasion include late evenings or weekends. 

•    Oversee the effectiveness and efficiency of the Incident Management process, ensuring it is documented, understood, and followed by all relevant parties.
•    Monitor metrics and performance using dashboards and reports, identifying areas for improvement.
•    Act as an escalation point for incidents not resolved within agreed timescales or causing significant business impact.
•    Lead Major Incident Management efforts, including formally declaring major incidents based on predefined criteria and assembling the Major Incident Team (War Room/Virtual Command Center).
•    Coordinate all activities related to the resolution of major incidents, ensuring resources are effectively utilized and communication is managed with stakeholders, including IT management and business users.
•    Maintain high-quality and accurate incident records in the ITSM tool, ensuring that major incident records are updated with significant events, decisions, and actions.
•    Provide in-depth analysis to address recurring incidents and underlying problems, ensuring that insights from major incidents inform future prevention strategies.
•    Oversee the effectiveness for the Problem Management space, leveraging strong knowledge of Problem Management processes to enhance overall ITSM practices.
•    Facilitate post-incident reviews for significant and major incidents to identify lessons learned and drive continual improvement.
•    Provide training and support to team members on incident and problem management processes and tools, with a specific focus on major incident protocols.
•    Collaborate with the implementation team to define and implement the enhanced Incident and Problem Management module in our ITSM tool, ensuring alignment with ITIL 4 standards.
 

What qualifications or skills should you possess in this role?

•    Strong understanding of ITIL 4 Incident and Problem Management protocols and best practices, particularly in the context of major incidents.
•    Proven experience in managing major incidents within the Financial Services Industry, particularly in high availability environments.
•    Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
•    Proficiency in ITSM tools, with a focus on incident tracking and reporting. 
•    Strong analytical skills to assess incident data and identify trends for process improvement.
•    Ability to work flexible hours, including evenings and weekends, as required by incident response needs.
This role presents a fantastic opportunity to significantly enhance our incident management capabilities, especially in handling major incidents. Additionally, you'll play a vital role in defining and implementing enhancements on our ITSM platform. If you are a proactive problem-solver with a deep passion for ITSM, we encourage you to apply.
 

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. 

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/