Incident Manager

Saksoft Pte Ltd; Singapore; On-site; SGD 110,000 - 160,000; Full time

Job summary

Saksoft Pte Ltd is hiring an Incident Manager in Singapore. The role requires 6-9 years’ experience in managing technology incidents, with expertise in Remedy, Helix, and EOD batch processing. You will own end-to-end incident lifecycles, coordinate across multiple groups, and drive problem management efforts to prevent recurrence.

Strong English communication, ITIL knowledge, and the ability to operate under pressure are essential for maintaining service quality and meeting regulatory guidelines.

Qualifications

• Bachelor's degree in Business, CS, or related discipline required.
• ITIL certification is a must.
• 8-10 years managing complex IT initiatives in matrix environments.

Responsibilities

• Lead incident management for group businesses end-to-end.
• Coordinate with business/tech units to enforce incident processes.
• Own Major Incident timelines and drive restoration.
• Communicate effectively during high-stress incidents.
• Support problem management with root-cause analysis.
• Prepare management reports and incident metrics.
• Ensure accurate incident documentation in ticketing systems.

Skills

Incident management

ITIL

Stakeholder communication

Problem management

Communication under stress

Education

Bachelor's degree in Business/Computer Science/related

ITIL certification

Tools

Remedy

Helix

Ticketing tools

Data analysis tools

Job description

Experience: 6-9 Years
Role: Incident Manager

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.

Responsibilities

• Manages technology incidents impacting group businesses
• Work with relevant business & technology group/units 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 in full compliance with standards on Incident and Problem Management functions
• 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, Fish bone 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.
• Good knowledge on Macro, Excel, PowerPoint, Ticketing tools, Data analysis.
• Ensure compliance to Group Technology & Operations Policies and Standards

Requirements

• 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.
• Excellent English communication skills (written and oral), with experience interacting with all levels of management
• Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.