Technology Incident Manager (Major Incident)

Career Ally; Singapore; On-site; USD 108,000 - 144,000; Full time

Job summary

A leading company in Singapore is seeking a Major Incident Manager to oversee high-priority incidents, ensuring swift resolutions and minimal business impact. The ideal candidate will possess strong leadership and problem-solving skills, along with extensive experience in IT incident management. This permanent position offers a competitive salary of up to $12,000 plus bonuses and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Bonus

Qualifications

• Min 7-10 years of experience in IT incident management.
• ITIL certified (v3 or 4).

Responsibilities

• Manage the lifecycle of major incidents, ensuring timely resolution.
• Lead incident response teams and provide updates to stakeholders.

Skills

Communication

Leadership

Problem Solving

Analytical

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

ServiceNow

Jira

Job description

Key Highlights:

• Permanent Position
• Up to $12,000 + Bonus + comprehensive benefits package

As a Major Incident Manager, you will be responsible for overseeing and managing high-priority incidents to ensure swift resolution, minimizing business impact. This role requires excellent communication, leadership, and problem-solving skills, ensuring that incidents are addressed efficiently while maintaining clear communication with stakeholders.

Responsibilities:

• Manage the lifecycle of major incidents, ensuring they are identified, logged, and resolved within the agreed SLAs.
• Lead incident response teams to swiftly diagnose, triage, and resolve critical IT incidents.
• Act as the single point of contact (SPOC) for all major incidents, providing updates to senior management and key stakeholders.
• Drive root cause analysis (RCA) post-incident, coordinating with problem management to ensure preventive measures are implemented.
• Liaise with cross-functional teams to address incidents that impact multiple areas.
• Monitor incident metrics and provide incident reports, identifying trends and opportunities for continuous improvement.
• Maintain and update incident management processes and protocols to align with ITIL best practices.
• Organize and conduct post-incident reviews, ensuring lessons learned are communicated and actioned.
• Act as a key player in business continuity and disaster recovery planning, ensuring incident management processes support these efforts.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Min 7-10 years of experience in IT incident management, preferably within a large enterprise environment.
• ITIL certified (v3 or 4)
• Strong technical knowledge of IT infrastructure, networks, cloud, and application environments.
• Experience with large-scale enterprise systems and AWS cloud environments highly preferred
• Experience in monitoring tools and service management platforms (e.g., ServiceNow, Jira).
• Proven ability to manage and resolve high-impact incidents.
• Excellent communication skills, with the ability to convey complex technical issues to both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Interested applicants, please submit updated resume in MS format via the Apply button.

Position and remuneration will be commensurate with skills and experience.
We regret that only short-listed candidates will be contacted.

Careerally Pte Ltd | EA Licence: 24C2215
Josephine Xie | EA Registration No: R1874897