Assistant ITSM Manager (Problem Management)

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading technology firm in Singapore is looking for an experienced professional to handle incident management and problem resolution. The ideal candidate should have a Bachelor's degree in computer science and 5-10 years of relevant experience. Responsibilities include leading high severity incidents, managing communications, and ensuring compliance with operational standards. ITIL certification is preferred.

Qualifications

• 5-10 years of Technical/Application Support or Incident/Problem management experience.
• Proven experience of working efficiently in a cross-functional team.
• Strong service-oriented background.

Responsibilities

• Lead high severity incidents and collaborate with multiple internal teams.
• Manage high severity incident communications to all stakeholders.
• Support high severity incidents and drive problem management meetings.

Skills

Incident management

Problem management

Cross-functional teamwork

Service orientation

Education

Bachelor’s degree or Diploma in computer science

Tools

ITIL v3/v4 certification

Job description

Responsibilities

• Lead high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs
• Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure
• Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Log and track problem tickets relating to S1/S2 or high impact issues
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Assist senior leaders in disaster recovery planning and activities

Requirements

• Bachelor’s degree or Diploma in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support or Incident / Problem management experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background