Incident Manager (Incident & Problem Management)

Career Ally; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

Join a dynamic, industry-leading company as an IT Incident Manager, where you will take charge of managing and improving ITIL-aligned processes. This role is pivotal in ensuring the swift resolution of IT incidents and smooth implementation of changes, all while collaborating with technical teams and stakeholders. You will lead efforts in problem management, conduct post-mortem reviews, and maintain compliance with regulatory standards. This position offers a competitive salary, comprehensive benefits, and the chance to make a significant impact in a fast-paced environment.

Benefits

Comprehensive benefits package

Central Location

Dynamic work environment

Qualifications

• 5+ years of experience in IT Incident, Change, and Problem Management.
• Strong understanding of ITIL frameworks and IT service management best practices.

Responsibilities

• Oversee the full incident lifecycle, ensuring timely resolution of IT incidents.
• Conduct incident post-mortem reviews to identify root causes and implement preventative measures.

Skills

ITIL Frameworks

Problem-Solving

Decision-Making

Communication Skills

Leadership

Education

Bachelor's degree in Computer Science

ITIL v3/v4 Certification

Tools

ServiceNow

Jira

Job description

Key Highlights:

• Central Location
• Permanent Position
• Opportunity to work with a dynamic, industry-leading company
• Up to $10,000 + Bonus + comprehensive benefits package

As an IT Incident Manager, you will be responsible for managing and improving the ITIL-aligned processes of Incident, Change, and Problem Management. This role ensures the swift resolution of IT incidents, smooth implementation of changes, and the proactive resolution of underlying problems. The position requires strong leadership, process management skills, and collaboration with technical teams, vendors, and stakeholders to maintain high service availability and minimize business disruption.

Responsibilities:

• Oversee the full incident lifecycle, ensuring timely resolution of IT incidents and minimizing impact on business operations.
• Coordinate with IT teams and vendors to escalate and resolve incidents within agreed Service Level Agreements (SLAs).
• Provide communication and status updates to stakeholders during major incidents.
• Conduct incident post-mortem reviews to identify root causes and implement preventative measures.
• Monitor change performance metrics and continuously improve the process.
• Problem Management: Identify and analyze root causes of recurring incidents and implement permanent fixes to prevent future occurrences.
• Collaborate with technical teams to perform detailed problem investigations and trend analysis.
• Maintain process documentation and ensure compliance with regulatory and security standards.
• Ensure adherence to ITIL best practices for Incident, Change, and Problem Management.
• Provide regular reports on KPIs, SLAs, and process effectiveness to leadership.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Min 5 years of experience in IT Incident, Change, and Problem Management or a similar role.
• Strong understanding of ITIL frameworks and IT service management best practices.
• Excellent problem-solving and decision-making skills.
• Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
• ITIL v3/v4 certification preferred
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple tasks and priorities 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