Incident and Problem Management Lead – Training Centre

3 weeks ago


Singapore WORK WORK PRIVATE LIMITED Full time
Roles & Responsibilities

Responsibilities:

  • Ensure adherence to best practices for incident and problem management, meeting SLAs and organizational needs for training programs and platforms.
  • Lead triage efforts, collaborating with cross-functional teams (Tech, Trainers, Business) to quickly resolve incidents impacting course delivery and user experience.
  • Provide regular updates to senior management on incident status and resolutions, ensuring transparency and alignment.
  • Oversee problem investigations, ensuring root causes are identified, documented, and resolved with proper workarounds for known errors.
  • Collaborate on improving incident management processes, service levels, and reporting standards for better training delivery and platform management.
  • Define and implement operational standards, policies, and service levels for the training center.
  • Work with Change, Incident, and Problem Management teams to establish service levels and reporting standards, ensuring smooth implementation of new training programs or platform updates.
  • Track risks and issues, implementing proactive measures to mitigate potential problems affecting training operations.
  • Maintain and enhance documentation on training systems, processes, and procedures while growing technical knowledge of training platforms.
  • Lead shift operations, ensuring smooth handovers across time zones, with proactive leadership during weekends and public holidays.

Required Skills & Experience:

  • Bachelor's degree in IT, Education Technology, Business Administration, or related field.
  • 8+ years of experience in Incident Management within educational or training environments, with expertise in triaging and resolving incidents in learning management systems (LMS).
  • ITIL V3 Foundation Certification required.
  • Experience supporting end-user services and training applications, with a strong understanding of incident and problem management processes.
  • Excellent verbal and written communication skills, able to explain complex issues to both technical and non-technical stakeholders.
  • Ability to manage high-pressure situations, multiple priorities, and strict SLAs.
  • Proactive, results-driven with strong problem-solving skills under tight timelines.
  • Strong teamwork skills, with the ability to coordinate across time zones.
  • Experience with process improvement tools like Six Sigma (DMAIC) to optimize incident and problem management.
  • Familiarity with large-scale IT organizations and multi-region support in educational/training environments.
  • Knowledge of educational regulations, applications, and risk management practices.
  • Exposure to Agile, Waterfall, or similar development methodologies.
  • Project management training or certification is a plus.
Tell employers what skills you have

Process Improvement
DMAIC
User Experience
Agile
Transparency
Risk Management
Problem Management
Learning Management Systems
ITIL
Teamwork Skills
Six Sigma
Incident Management
Training Delivery
  • Incident Manager

    3 weeks ago


    Singapore JUST AFTER MIDNIGHT PTE. LTD. Full time

    Roles & ResponsibilitiesThe Incident Manager is to closely monitor our client's websites and applications. This involves triaging issues, following the correct procedures during incidents and dealing with requests from clients.When necessary, the agent is responsible for escalating the issue to the technical support engineer and operations director,...

  • Incident Manager

    3 weeks ago


    Singapore BANKING COMPUTER SERVICES PRIVATE LIMITED Full time

    Roles & ResponsibilitiesAbout BCSBCS is NETS' wholly owned subsidiary, and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast And Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR...

  • Incident Manager

    3 weeks ago


    Singapore BANKING COMPUTER SERVICES PRIVATE LIMITED Full time

    Roles & ResponsibilitiesAbout BCSBCS is NETS’ wholly owned subsidiary, and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast And Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR...


  • Singapore ACESTES PTE. LTD. Full time

    Roles & ResponsibilitiesKey responsibilities:1. Strategic Planning and Business Management• Develop training center strategies and initiatives that reflect theorganization's goals.• Prepare business plans that support the operation of the center andadhere to the budget.• Collaborate with educational institutions to provide additional orspecialized...


  • Singapore SONARSOURCE PTE. LTD. Full time

    Roles & ResponsibilitiesSonar solves the trillion-dollar challenge of bad code. Sonar equips organizations to achieve and sustain a Clean Code state by empowering developers to write consistent, intentional, adaptable, and responsible code. Clean Code produces software that is maintainable, reliable, and secure, allowing development teams to spend less time...


  • Singapore ASCEND INTERNATIONAL TRAINING PTE. LTD. Full time

    Roles & ResponsibilitiesJob Description:Manage care routine for primary school children Plan and assist with field trips, excursions or visits Provide a positive, nurturing, safe & secure learning environment for students Inform supervisor of any noteworthy incidents that occur while the students are under your supervision Lead, mentor, and support a...


  • Singapore RECRUIT HAUS PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:Ensure adherence to ITIL best practices for incident and problem management, consistently meeting SLAs and the needs of the organization. Drive timely resolution of complex incidents impacting banking applications. Lead end-to-end triage efforts, working with cross-functional teams (Tech & Business) to recover...

  • Centre Manager

    3 weeks ago


    Singapore HYPERSCAL SOLUTIONS PTE. LTD. Full time

    Roles & Responsibilities COMPANY DESCRIPTION THKMC was incorporated on 13 October 2011 as a charity to provide multiple social and welfare services to the community at large, and achieved an Institute of Public Character (IPC) status on 18 November 2011. THKMC is the charitable arm of Thye Hua Kwan Moral Society, which lives by the mission To Serve...


  • Singapore DBS Bank Limited Full time

    About the RoleWe are looking for an experienced Incident Response Manager to join our Digital Incident & SR (Service Request) Management team. The ideal candidate will be responsible for managing significant / major digital bank incidents, ensuring potential trending digital incidents are escalated and prioritised for investigation and fix as needed.The...


  • Singapore OCBC Full time

    Role SummaryThis exciting opportunity exists within OCBC's Cyber Security department where you will work alongside a talented team of professionals to protect our digital assets from cyber threats. As an Incident Response Specialist, you will play a key role in responding to and managing cybersecurity incidents in a timely and effective manner.Key...


  • Singapore JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD Full time

    Roles & ResponsibilitiesPosition Overview and Objectives:The Change Manager is a key member for our onsite managed services for DC operations.Support Service Management & related processes (e.g. Service Request, Incident, Change). By creating, updating, and closing associated tickets. Review work order to determine how much support was provided, what the...


  • Singapore ACESTES PTE. LTD. Full time

    Roles & ResponsibilitiesA Training Centre Admin Executive is responsible for planning, organizing, and coordinating the administrative activities of a training centre. Job duties include: 1. Scheduling Training Programs : Scheduling training programs and courses, arranging venues, and coordinating materials for training programs.2. Registration and...


  • Singapore EIG Dermal Wellness (S) Pte. Ltd. Full time

    Join Our Team as a Facial Outlet ManagerWe are seeking a highly motivated and results-driven individual to lead our centre as a Facial Outlet Manager at EIG Dermal Wellness (S) Pte. Ltd.Main DutiesCentre Operations: Oversee the centre's daily operations, ensuring seamless delivery of services.Treatment Sales: Promote our range of facial treatments, packages,...


  • Singapore JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD Full time

    Roles & ResponsibilitiesPosition Overview and Objectives:The Change Manager is a key member for our onsite managed services for DC operations. Support Service Management & related processes (e.g. Service Request, Incident, Change). By creating, updating, and closing associated tickets. Review work order to determine how much support was provided, what the...

  • Centre Manager

    3 weeks ago


    Singapore ACHIEVERS DREAM LEARNING CENTRE PTE. LTD. Full time

    Roles & ResponsibilitiesFounded in 2017, Achievers Dream Learning Centre is a distinguished Science and Chemistry Specialist Tuition Centre that has empowered many students to excel in their academic pursuits. Beyond traditional theory lessons, our NEA-approved Chemistry Laboratory has transformed the learning experience, enriching the educational journey...

  • Centre Manager

    3 weeks ago


    Singapore ACHIEVERS DREAM LEARNING CENTRE PTE. LTD. Full time

    Roles & ResponsibilitiesFounded in 2017, Achievers Dream Learning Centre is a distinguished Science and Chemistry Specialist Tuition Centre that has empowered many students to excel in their academic pursuits. Beyond traditional theory lessons, our NEA-approved Chemistry Laboratory has transformed the learning experience, enriching the educational journey...


  • Singapore LIFEWAY SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesWe are seeking a dedicated Facilities Management Technician, Data Centre to support the day-to-day operation & maintenance facilities services operations. This role requires working shifts to ensure continuous monitoring, maintenance, and incident response for our critical facilities.Roles & Responsibilities:Provide 24x7 onsite...

  • Centre Manager

    3 weeks ago


    Singapore AUREUS (BUKIT PANJANG PLAZA) PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Aureus GroupEstablished in September 2013, Aureus Academy is Singapore's leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.Aureus has...

  • Centre Manager

    3 weeks ago


    Singapore AUREUS (WHITESANDS) PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Aureus GroupEstablished in September 2013, Aureus Academy is Singapore's leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.Aureus has...

  • Centre Manager

    6 days ago


    Singapore AUREUS (HOUGANG 1) PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Aureus GroupEstablished in September 2013, Aureus Academy is Singapore's leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.Aureus has...