Incident Manager/Operations Manager

WSH Experts Pte Ltd; Singapore; Hybrid; SGD 80,000 - 100,000; Full time

Job summary

A leading IT consultancy in Singapore is seeking an experienced Incident Manager / Ops Manager to lead Sev-1 incidents on a 24x7 basis. The role demands strong technical and communication skills, with responsibilities including incident lifecycle management and team coordination. Ideal candidates should possess over 4 years in IT Operations, familiarity with .NET applications, and cloud troubleshooting expertise. The position offers a hybrid work arrangement and a 12-month engagement duration.

Qualifications

• Minimum 4+ years of experience in IT Operations, Incident Management, or Application Support.
• Strong understanding of .NET applications, web services, REST APIs, and backend batch jobs.
• Experience troubleshooting cloud-hosted systems (preferably GCC or AWS).

Responsibilities

• Serve as the primary on-call contact for Sev-1 incidents.
• Manage end-to-end incident lifecycle from detection to resolution.
• Coordinate with teams to restore services as quickly as possible.
• Provide clear communication and status updates during incidents.

Skills

.NET applications

Incident Management

Troubleshooting

Communication skills

Problem-solving

Tools

AWS

GCC

Job description

Position Title: Incident Manager / Ops Manager
Engagement Duration: 12 Months (Extendable)
Work Arrangement: Hybrid (2–3 days onsite per week)
Location: One North

Role Overview

We are seeking an experienced Incident Manager / Operations Manager with strong technical and communication skills to manage and lead Sev-1 incidents on a 24x7 standby rotation. This role requires a candidate who is proactive, detail-oriented, and able to coordinate quickly across multiple teams to restore services and document incidents professionally.

The technology stack is primarily .NET, with supporting components involving web services, REST APIs, batch jobs, and workloads hosted on GCC/AWS environments.

Key Responsibilities

Incident Management & Operations

• Serve as the primary on-call contact for Sev-1 incidents (24x7 standby; typically 1–2 activations per month).
• Manage end-to-end incident lifecycle from detection to resolution and closure.
• Coordinate with development, infrastructure, cloud, and business teams to restore services as quickly as possible.
• Provide clear, timely communication and status updates during incident handling.
• Lead technical bridge calls and ensure engagement of all required stakeholders.
• Track incident progress, monitor SLAs, and elevate issues proactively.

Technical Troubleshooting

• Understand and troubleshoot issues on applications built using .NET technologies.
• Analyse failures involving web services, REST APIs, batch processes, and integrations.
• Review application and server logs, identify root causes, and coordinate permanent fixes with engineering teams.
• Work with cloud teams on issues related to GCC/AWS infrastructure, including connectivity, performance, and service failures.

Reporting & Documentation

• Prepare incident reports, including timeline, technical details, corrective actions, and preventive recommendations.
• Maintain accurate incident records, including RCA (Root Cause Analysis) and follow-up actions.
• Document recurring issues and propose long-term improvements to reduce incident volume and severity.

Required Skills & Experience

• Minimum 4+ years of experience in IT Operations, Incident Management, or Application Support.
• Strong understanding of .NET applications, web services, REST APIs, and backend batch jobs.
• Experience troubleshooting cloud-hosted systems (preferably GCC or AWS).
• Ability to analyse logs, server metrics, and technical alerts.

Incident & Operations Skills

• Prior experience in Sev-1 / P1 incident handling.
• Ability to lead war-room calls and coordinate with multi-disciplinary teams.
• Strong problem-solving mindset with a calm and structured approach under pressure.
• Experience handling on-call rotations and after-hours support.

If the requirement matches with your profile, kindly share your updated CV/resume to Aparna at [e-mail]