Incident Manager

r systems (singapore) pte limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

r systems (singapore) pte limited is seeking an experienced IT Incident Manager to lead major incidents across group businesses in Singapore. You will own the incident lifecycle, coordinate cross-functional teams, and drive swift restoration of services while maintaining documentation and reporting standards.

The role requires ITIL certification, 8–10 years in complex IT environments, excellent English communication, and hands-on experience with application support, EOD batch processing, and

Qualifications

• ITIL certification is required.
• 8–10 years of IT initiative experience in a matrix environment.
• Excellent English communication skills (written and oral).
• Experience in Application support and EOD batch processing.

Responsibilities

• Manage technology incidents impacting group businesses.
• Coordinate incident management processes and reporting.
• End-to-end ownership of Major Incidents to minimize restoration time.
• Establish command and control and accountability for incidents.
• Participate in incident resolution calls and post-mortems.
• Ensure incident data is captured in reporting tools and KPI reporting.

Skills

ITIL certified

Incident management

Stakeholder communication

Unix/Linux

Storage & Networking

Tools

Incident tools

Ticketing systems

Job description

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.

Requirement:

• 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.