Computer Software Engineer (BMC Remedy, Application Support)

QUESS SINGAPORE; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD is seeking a Senior Major Incident Manager to take end-to-end ownership of major IT incidents in a Singapore-based environment.

The role emphasizes rapid restoration, strong command and control, and cross-functional coordination to minimize service disruption. Responsibilities include incident resolution coordination, documentation, root-cause analysis, and regular reporting to management.

Qualifications

• ITIL certification is required.
• 8–10 years managing complex IT initiatives in a matrix environment.
• Experience in application support, infrastructure, and payments flow.

Responsibilities

• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident and accountability.
• Participation in all incident resolution calls to facilitate incident determination.
• Timely incident recognition, logging, assignment and resolution with proper documentation.
• Incident progression coordination and monitoring of incidents and potential areas.
• Escalation of critical incidents to appropriate levels of management.
• Ensure incident data is accurately captured in the incident reporting tool.
• Post Incident activities to improve service levels and identify problem trends.
• Communicate well and manage highly stressful situations during the Incident.
• Problem Management: end-to-end ownership of problem tickets and preventive actions.
• Participate in post-mortems to determine root causes and prevent repeats.
• Management reporting: accurate incident reporting using customized tools.
• Work with other functions to maintain an audit rating.
• KPI Metrics and Reporting: capture incident timelines and KPIs.
• Audit Reporting: data analysis, PowerPoint presentations, regulatory reporting.
• Ensure compliance to Group Technology & Operations Policies and Standards

Skills

Incident management

ITIL

Stakeholder communication

Remedy/Helix

Application support

Education

Bachelor's degree in IT

Tools

Remedy

Helix

PowerPoint

Ticketing tools

Job description

Key Responsibilities:

• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fishbone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting: Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
• Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
• Ensure compliance to Group Technology & Operations Policies and Standards

Experience

• Bachelor’s degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must
• Experience:8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
• Experience in Application support, Knowledge onEOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc),Web/Application/Middleware services, Good to know Payments flow

Key skills:

Experience in Remedy, helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow

QUESSCORP SINGAPORE PTE. LTD

Registration No. 199801439D