Incident Manager

Tata Consultancy Services Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company is looking for a Major Incident Manager in Singapore. This role requires overseeing incident management processes and ensuring SLA compliance, while also participating in root cause analyses to prevent future incidents. Ideal candidates will have strong skills in incident and problem management and ideally some experience in the airline domain.

Qualifications

• Experience in Major Incident Management.
• Understanding of Airline Domain is a plus.

Responsibilities

• Point of contact for all Major Incidents (24x7).
• Monitor SLA adherence and manage incident resolution.
• Participate in Post-mortem (Root Cause Analysis) processes.

Skills

Incident Management

Problem Management

Communication

Root Cause Analysis

Job description

Roles & Responsibilities:

• Point of contact for all Major Incidents (24x7) when it is reported
• Facilitates with relevant business & technology group to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting.
• Participation in major incident resolution calls to facilitate incident determination, recovery, and resolution.
• Participate in the standard Post-mortem (Root Cause Analysis) process to ensure no repeat of any technology incidents with known root cause.
• Ability to limit possible workarounds, define clear path for escalations, and define clear assignation processes between team.
• Represent the first stage of escalation for incidents.
• Monitor workload of L1 and L2 Service Desk Agents.
• Monitor the incidents to ensure that the SLA are respected.
• Analyze the recurring incidents and follow up with the respective group for root cause and resolution to avoid future occurrences
• Identify, initiate, schedule, and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed incident records.
• Good to have an understanding of Airline Domain