Job Description

Responsibilities:

• Drive standardisation and continuous improvement of ITSM processes (Incident, Problem, Change, Request Management)
• Define, document and enforce best practices across global teams (Confluence)
• Lead Run governance forums and track service performance through KPIs and reporting
• Monitor production quality and drive improvements across Capital Markets support teams
• Develop and maintain reporting dashboards/tools (Excel, Power BI, Tableau)
• Coordinate Major Incidents and support crisis management across teams
• Oversee Business Continuity (BCP/DR), including DR coordination and annual exercises
• Lead Change Management activities, including CAB, emergency changes and reporting
• Ensure data quality and consistency across ITSM activities (incidents, requests, changes)
• Prepare and present operational insights to stakeholders and management
• Drive continuous improvement initiatives, including maturity assessments and process optimisation
• Coordinate cross-functional projects impacting production support and operations

Requirements:

• Bachelor's Degree in Computer Science, IT or related field
• 2 to 5 years of experience in ITSM / Production Support / Run environment
• Minimum 2 years of experience in ITSM governance or Run Quality
• ITIL Certification (Advanced preferred)

Technical Skills:

• Advanced Microsoft Excel (including Macros)
• Power BI or Tableau (reporting & dashboards)
• JIRA (ticketing tool) and Confluence (documentation)
• Microsoft PowerPoint

Nice to Have:

• SQL or Python
• Exposure to Capital Markets / Banking applications

Key Competencies:

• Strong understanding of ITIL processes and support operations
• Good project management skills for cross-functional initiatives
• Strong stakeholder management and influencing skills
• Analytical mindset with ability to translate data into actionable insights
• Able to manage multiple priorities in a fast-paced environment
• Proactive, structured and detail-oriented

Additional info:

• Standard working hours
• Occasional weekend support (approximately 3 to 4 times per year) for BCP/DR activities
• Flexibility to support Paris time zone when required, on a rotational or ad-hoc basis

To apply, please visit www.gmprecruit.com and search for Job Reference: RY7V9X6R

To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239