Problem and Continuous Improvement Lead

BCS 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 Central Repository.

About BCS

BCS 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 Central Repository.

Position Overview

The IT Service Management team ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing Technology Teams with a framework to operate and deliver IT services to our customers.

The Problem and Continuous Improvement Lead role primarily manages the post mortem analysis and reporting of all the technology incidents impacted to BCS customers, driving the root cause analysis, long-term solution and ensuring key stakeholders are updated timely. The incumbent will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions. The role is also expected to drive any key programs to bring the tech estate to a greater height as part of the continuous improvement process.

Key Responsibilities

Problem Management:

• Facilitate root cause analysis (RCA) sessions to identify underlying causes, capture lessons learned and establish preventive measures to avoid recurrence.
• Track and drive follow-up actions to ensure the timely closure of problem tickets.
• Perform trend and impact analysis to identify, raise, and register problem records.
• Conduct regular tabletop exercises to strengthen incident response readiness and build operational resilience.
• Serve as the custodian and gatekeeper of all known errors, ensuring accurate documentation and governance.
• Monitor, track, and report Problem Management key performance indicators (KPIs) to measure effectiveness and drive continuous improvement.

Continuous Improvement:

• Evaluate and prioritize potential improvements based on gains and required effort.
• Establish a clear and well-articulated implementation plan.
• Establish criteria for the project’s success and preparing a sound statement of constraints/limiting factors.
• Appropriately implementing principles of governance.
• Resolve technical problems such as product, interpretation of regulations, and resource availability.
• Conducting detailed analysis of the current situation that accurately describes the issues.
• Specify deliverables, outcome indicators, and performance-measured indicators.
• Identify potential obstacles and ways to overcome them through continous improvement.
• Performthorough analysis of solutions including impact and feasibility and regularly monitor th efftiveness of solutions.

Requirements

Education and Experience 

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
• Minimum 10 years of experience in IT incident management, problem and Continuous Improvement managment with at least 5 years of experience managing a team, preferbly within the payment or financial industry.

Skills and Knowledge

• Strong understanding of ITIL and ITSM practices, including problem management. Experience with ITSM tools (e.g., ServiceNow) is preferred.
• Good understanding of current regulatory requirements in Singapore (MAS Technology Risk Management Guidelines, MAS Cyber Hygiene and Cybersecurity Code of Practice).
• Proven ability in managing large scale and complex projects.
• Skilled in defining, monitoring, and reporting on service levels to meet SLAs, with experience in using metrics to drive continuous service improvement.
• Strong analytical skills in interpreting event data, performing trend analysis, and identifying patterns to inform preventive actions.
• Excellent communication and interpersonal skills to engage and collaborate effectively with cross-functional teams, senior management, and external stakeholders, including regulators.
• Excellent analytical skills for incident management, with the ability to perform in-depth root cause analysis and implement data-driven preventive measures.
• Strong problem-solving skills with a customer-oriented approach to ensure high availability, service reliability, and continuous service improvement.
• Ability to make informed decisions under pressure and effectively manage crisis situations.

Professional Certifications

• Certifications in ITIL Problem Management is preferred.

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)