Req ID:  2390


Date:  18-Nov-2022

IT Problem Manager

Job Description


The DFS Global Technology team is looking for a dynamic and motivated IT Problem Manager within the IT Service Management (ITSM) team. The candidate will have the opportunity to work with colleagues and partners to support DFS systems globally. The ideal candidate should be customer-oriented and able to identify, prioritize and assign responsibility for problems and lead them through the entire resolution process.




  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where applying problem-solving efforts will reap the biggest benefits for the organization. 
  • Work with Technology & business leaders to understand the impact of problems.
  • Work throughout the entire organization, leveraging other resources for knowledge, skills, and assistance in the diagnostic process. Responsible for coordinating all aspects of problem diagnosis and resolution.
  • Maintain an overview of the problem queue, update the status, and keep the affected stakeholder informed of progress.
  • Be a key member of any team created to manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue. Ensure a permanent solution is investigated simultaneously as the incident team tries to resolve the immediate impact.
  • Assist the ITSM team in day-to-day IT Operations between multiple vendors using DFS ITSM software (FreshService) 
  • Build or optimize workflows, service catalogs, and forms in DFS ITSM software as an administrator
  • Review and recommend best IT practices, processes/service management techniques, and documentation practices 
  • Develop new strategies and IT procedures to increase efficiency, enhance workflow, ensure business continuity and security
  • Help review Standard Operating Procedures of all DFS Vendors to identify processes which could be candidates for Robotic Process Automation 


Key Requirements


  • Bachelor or Master degree in Engineering, Computer Science, or equivalent
  • 3-5 years of experience in Service Delivery, either with a Service integrator, a Technology company, or an IT Department.
  • ITIL certification is desirable
  • Demonstrates thorough abilities and/or a proven record of success in the following areas:
    • Experienced in IT service delivery (preferably certified in ITIL or AGILE)
    • Solid IT experience and strong interest in technology
    • Vendor management
    • Stakeholder communications and management
    • Ability to work under pressure, independently and deliver quality work in a fast-paced work environment 
    • Experience with IT Service Management Tools
  • Able to work flexible hours and shifts, including weekends, nights, and holidays as required by the needs of the business


This role is based in Singapore, but occasional travel may be required 


DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.