Incident Manager ( Contract) – Banking Domain

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

An international technology firm is seeking an Incident Manager for a 12-month contract focused on the banking sector. The role involves overseeing incident management processes and maintaining high service availability. Ideal candidates will have a Bachelor's degree in Computer Science, ITIL certification, and 5-10 years' experience in IT operations, particularly within banking technology. Proficient command-and-control skills during high-stakes incidents and the ability to communicate effectively with senior stakeholders are essential.

Qualifications

• ITIL certification is mandatory.
• 5–10 years of experience in IT operations or incident management.
• Strong knowledge of application support and infrastructure services.

Responsibilities

• End-to-end ownership of major incidents with minimal downtime.
• Facilitate incident resolution across teams.
• Develop and track KPIs to improve practices.

Skills

Command-and-control skills

Excellent communication

Proactive service improvement

Education

Bachelor’s degree in Computer Science or related field

Tools

Remedy/Helix

Excel (Macros)

PowerPoint

Job description

Incident Manager (12 Months Contract) – Banking Domain

Employer: NTT DATA Singapore

Location: Alexandra Building

Contract Duration: 12 months (renewable)

About the Role

We are seeking an experienced Incident Manager (L3, 6–9 years) to join our client engagement in the banking sector. The role is critical in driving incident and problem management processes, ensuring timely resolution of major incidents, and maintaining high service availability across banking applications and infrastructure.

This position requires strong command-and-control skills during high-severity incidents, excellent communication with stakeholders, and a proactive approach to improving service resilience.

Key Responsibilities

• End-to-end ownership of major incidents, ensuring minimal downtime and timely restoration of services.
• Drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards.
• Establish strong command and control during incident calls, ensuring clear accountability and communication.
• Facilitate incident resolution across business, application, and infrastructure teams.
• Perform post-incident analysis (root cause analysis), problem ticket ownership, and drive preventive actions.
• Develop and track KPIs (incident timelines, impact, resolution duration) to improve incident management practices.
• Provide accurate and timely incident and audit reporting, including regulatory submissions.
• Collaborate with technology and operations teams to ensure audit compliance and service improvement.
• Produce incident trend reports, dashboards, and management presentations.
• Work with tools such as Remedy/Helix, Excel (Macros), PowerPoint, and ticketing systems for data analysis and reporting.

Requirements

• Bachelor’s degree in Computer Science, Business, or related field.
• ITIL certification is mandatory.
• 5–10 years of experience in IT operations or incident management in a matrix environment.
• Strong knowledge of application support, EOD batch processing, and infrastructure services (storage, network, Unix/Linux, middleware, web applications).
• Good understanding of banking technology operations, with exposure to payments flow preferred.
• Proven ability to communicate with senior stakeholders during high-pressure incidents.
• Experience with problem-solving frameworks (e.g., 5 Whys, Fishbone).
• Strong skills in incident reporting, KPI measurement, and regulatory/audit reporting.

Interested candidates are kindly requested to email their CV with their experience to:

[e-mail]

We look forward to your application!