Incident Manager (Incident & Problem Management)

Career Ally; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A dynamic industry-leading company seeks an IT Incident Manager to enhance ITIL-aligned processes. You will lead the incident lifecycle, collaborate with technical teams, ensure compliance with ITIL standards, and generate reports to ensure service availability while minimizing disruptions. This position offers a competitive salary and a robust benefits package.

Qualifications

• Minimum 5 years of experience in IT Incident Management.
• Strong understanding of ITIL frameworks and service management best practices.
• ITIL v3/v4 certification preferred.

Responsibilities

• Oversee the full incident lifecycle, ensuring timely resolution.
• Coordinate with IT teams and vendors to resolve incidents.
• Conduct incident post-mortems and identify root causes.

Skills

Leadership

Process Management

Problem-Solving

Analytical Skills

Communication

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Jira

Job description

Key Highlights:

• Central Location
• Permanent Position
• Opportunity to work with a dynamic, industry-leading company
• Up to $10,000 + Bonus + comprehensive benefits package

As an IT Incident Manager, you will be responsible for managing and improving the ITIL-aligned processes of Incident, Change, and Problem Management. This role ensures the swift resolution of IT incidents, smooth implementation of changes, and the proactive resolution of underlying problems. The position requires strong leadership, process management skills, and collaboration with technical teams, vendors, and stakeholders to maintain high service availability and minimize business disruption.

Responsibilities:

• Oversee the full incident lifecycle, ensuring timely resolution of IT incidents and minimizing impact on business operations.
• Coordinate with IT teams and vendors to escalate and resolve incidents within agreed Service Level Agreements (SLAs).
• Provide communication and status updates to stakeholders during major incidents.
• Conduct incident post-mortem reviews to identify root causes and implement preventative measures.
• Monitor change performance metrics and continuously improve the process.
• Problem Management: Identify and analyze root causes of recurring incidents and implement permanent fixes to prevent future occurrences.
• Collaborate with technical teams to perform detailed problem investigations and trend analysis.
• Maintain process documentation and ensure compliance with regulatory and security standards.
• Ensure adherence to ITIL best practices for Incident, Change, and Problem Management.
• Provide regular reports on KPIs, SLAs, and process effectiveness to leadership.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Min 5 years of experience in IT Incident, Change, and Problem Management or a similar role.
• Strong understanding of ITIL frameworks and IT service management best practices.
• Excellent problem-solving and decision-making skills.
• Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
• ITIL v3/v4 certification preferred
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Interested applicants, please submit updated resume in MS format via the Apply button.

Position and remuneration will be commensurate with skills and experience.
We regret that only short-listed candidates will be contacted.

Careerally Pte Ltd | EA Licence: 24C2215
Josephine Xie | EA Registration No: R1874897