Cloud Operations Engineer

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Optimum Solutions (Singapore) Pte Ltd is seeking a seasoned Major Incident & Problem Manager to lead urgent incident resolution and post-incident investigations across our core banking platforms and infrastructure.

You will direct crisis command, coordinate across engineering, infra, and applications, and ensure rapid service restoration while complying with ITIL standards and regulatory requirements.

Qualifications

• Bachelor's degree in Computer Science or equivalent with around 8 years of relevant experience.
• Proven track record leading Major Incident Management and Problem Management within enterprise, high-availability IT environments.
• Strong working knowledge of ITIL service frameworks (ITIL certification required).
• Familiarity with enterprise service management platforms such as BMC Remedy, BMC Helix, ServiceNow.
• Broad technical literacy across Linux/Unix, storage, network, middleware, and transactional workflows.
• Exceptional crisis communication and stakeholder management skills, with the ability to maintain composure under pressure.
• Strong analytical capabilities in data reporting using MS Excel (including macros) and PowerPoint.

Responsibilities

• Major Incident Command & Control: Take end-to-end ownership of critical incidents (Sev 1 / Sev 2) and coordinate across teams to minimize MTTR.
• Crisis Communication & Governance: Manage executive escalations and provide real-time updates to leadership and stakeholders.
• Problem Management & RCA: Facilitate post-incident reviews to identify causes and track preventative actions to closure.
• Operational Reporting & Metrics: Monitor incident patterns and support regulatory reporting deliverables.
• Continuous Service Improvement: Enhance alerting, runbooks, and incident logging workflows with the Command Center and Infrastructure units.

Skills

Crisis communication

Stakeholder management

Incident management

ITIL knowledge

Data reporting

Excel macros

PowerPoint

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or equivalent

Tools

BMC Remedy

BMC Helix

ServiceNow

EOD batch scheduling

Job description

Role Overview

We are seeking a seasoned Major Incident & Problem Manager to lead high-priority technology incident resolution, post-incident investigations, and operational service continuity across our core banking and infrastructure platforms. You will direct technical command bridges, establish clear operational accountability during crisis events, and ensure rapid service restoration in compliance with regulatory and ITIL standards.

Key Responsibilities

• Major Incident Command & Control: Take end-to-end ownership of critical incidents (Sev 1 / Sev 2), coordinating across cross-functional engineering, infrastructure, and application teams to minimize Mean Time to Restore (MTTR).
• Crisis Communication & Governance: Manage executive escalations, provide concise real-time situation updates to senior leadership and business stakeholders, and ensure full compliance with group technology standards.
• Problem Management & RCA: Facilitate post-incident reviews using structured analysis methodologies (e.g., 5 Whys, Fishbone) to identify underlying causes, eliminate repeat incidents, and track preventative actions to closure.
• Operational Reporting & Metrics: Monitor incident patterns, compile KPI dashboards (MTTR, SLA compliance, resolution timelines), and support audit and regulatory reporting deliverables.
• Continuous Service Improvement: Partner with Command Center and Infrastructure units to enhance automated alerting, runbook execution, and incident logging workflows.

Requirements

• Bachelor's degree in Computer Science or equivalent with around 8 years of relevant experience
• Proven track record leading Major Incident Management (MIM) and Problem Management within enterprise, high-availability IT environments.
• Strong working knowledge of ITIL service frameworks (ITIL certification required).
• Working familiarity with enterprise service management platforms (e.g., BMC Remedy, BMC Helix, ServiceNow).
• Broad technical literacy across enterprise environments: Application Support, End-of-Day (EOD) batch scheduling, infrastructure components (Linux/Unix, Storage, Network), middleware, and transactional workflows (e.g., payment channels).
• Exceptional crisis communication and stakeholder management skills, with the ability to maintain composure, command technical calls, and align multiple teams under pressure.
• Strong analytical capabilities in data reporting and presentation using MS Excel (including macros) and PowerPoint.
• Flexibility to support critical operational escalations or high-impact release windows when required.