Incident operations manager

Tata Consultancy Services Limited; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Tata Consultancy Services Limited in Singapore seeks a senior Application Support Leader to direct on-site and offshore teams, ensuring high performance, service availability, and SLA compliance across enterprise applications.

You will own end-to-end support operations, manage vendors, drive ITIL incident, problem, change and service request processes, lead major incidents, monitor performance, and deliver regular governance through monthly service reviews and improvement plans.

Responsibilities

• Lead onsite and offshore application support teams to ensure high performance.
• Own end-to-end application support operations for multiple enterprise applications, ensuring service availability, stability, and SLA compliance.

Job description

Job De ion:

• Lead and manage onsite and offshore application support teams, ensuring high performance,
• Own end-to-end application support operations for multiple enterprise applications, ensuring service availability, stability, and SLA compliance.
• Serve as the primary point of contact for vendors, managing service delivery, escalations, contract obligations, and performance against agreed KPIs.
• Build strong relationships with business stakeholders and senior management, providing regular updates on incidents, changes, risks, service performance, and improvement initiatives.
• Drive ITIL-based Incident, Problem, Change, and Service Request Management processes to ensure effective and efficient support operations.
• Lead major incident management activities, including incident response, stakeholder communication, root cause analysis, corrective actions, and prevention of recurring issues.
• Monitor and analyze application performance, support metrics, and operational trends to proactively identify risks, bottlenecks, and service improvement opportunities.
• Champion continuous improvement through automation, process optimization, standardization, and adoption of support best practices to enhance user experience and operational efficiency.
• Oversee application releases, deployments, configuration changes, and environment management while ensuring governance and compliance with change management processes.
• Ensure comprehensive operational documentation, reporting, capacity planning, regulatory compliance, and delivery of monthly service reviews and service improvement plans.