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Incident and Problem Management Lead – Training Centre

4 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