Incident Investigation Manager

Adecco Personnel Pte Ltd (Staffing); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading staffing firm in Singapore is seeking a Senior Incident Investigation Manager to oversee incident management processes across the organization. This role requires strong leadership and communication skills, as the individual will coordinate Major Incidents and communicate with various stakeholders. Candidates should have significant experience in IT, particularly within capital markets and corporate banking, and be able to work under pressure and adapt to varying shifts.

Qualifications

• Hands-on experience in infrastructure or application support is mandatory.
• Crisis management experience required.
• Understanding of IT ecosystem related to capital markets and corporate banking.

Responsibilities

• Lead resolution of Major Incidents and communicate effectively with stakeholders.
• Review incident reports and organize post-incident meetings.
• Maintain documentation and report KPIs related to Major Incidents.

Skills

Leadership with ability to do efficient multitasking

Clear verbal and writing communication skills

Strong relationship management

Ability to solve problems

Ability to adapt and be proactive

Ability to work under pressure

Education

Infrastructure or Application support experience (4-6 years)

Overall IT experience (8+ years)

Tools

Knowledge of monitoring tools

Familiarity with technologies like SAN, Unix, Windows

Job description

The Opportunity

Exciting opportunity to work for one of the leading banks.

Description

In a challenging and multicultural environment, we seek a senior incident investigation manager to join the Incident Management team, part of control tower.

Incident Manager Responsibilities

The Incident Manager is assigned to lead and improve resolution of Major Incidents (with Priority of P1 and P2). A key component of this role is to ensure consistency and control over the management of Major Incidents.

During Major Incidents, the Incident Manager is seen as the owner of the Major Incident, with overall responsibility for enforcing proper execution of the process, coordinating and overseeing individual incident owners and support teams involved in troubleshooting and ensuring meaningful communication is sent on‑time to the relevant stakeholders.

When no such Incident ongoing, the Incident Manager focuses on post Incidents activities and process improvement.

Incident Manager is also responsible for creation of periodic and on‑demand incident reports for the senior management.

During Major Incident

• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
• Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT).
• Activate and manage the Incident WAR Room.

Regular Operations (no Major Incident)

• Coordinate the write up of the Incident Report, collecting inputs from all parties and ensuring high quality of the final document.
• Organize Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
• Ensure consistency of the incident documentation / references across all systems.
• Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends.
• Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity.
• Provide Consolidated Reports (Based on KPIs) for various committees.
• Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.).
• Maintain the escalation tree (internal and with third parties).
• Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management).
• Report to Operational Manager on the efficiency of the Major Incident Management process.
• Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.

Skills sought

Soft Skills

• Leadership with ability to do efficient multitasking.
• Clear verbal and writing communication skills at multiple levels in an international context and should be able to follow organization process.
• Client Oriented with strong relationship management with experience in IT Support and service Management.
• Reactivity and ability to solve problems by using different methods.
• Ability to learn and adapt and to be proactive.
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.).
• Ability to work under pressure.

Requirements

• Infrastructure or Application support hands on experience of 4-6 years is mandatory.
• Overall IT experience: 8 Years +.
• Crisis Management.
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow.
• Having knowledge about monitoring tools and scheduling jobs would be plus.
• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL‑M, MQ).
• Technologies and/or Applications background with ability to grasp impact and interdependencies.
• 2 shifts in rotation.
• First shift: 08:30 to 17:30 SGT;
• Second Shift follows Paris Business hours - 3PM till 12midnight or 4pm till 1am (during winter period).

Next Steps

• We could contact you in the soonest time if you directly send your resume to: [e-mail]
• Email Topic: Apply Incident Investigation Manager

Amos Tan Jun Han
EA Licence Number: 91C2918
Personnel Registration Number: R23113385