Incident Operations Manager

Morgan McKinley; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking an experienced Incident & Problem Manager to oversee support operations and incident resolution in a complex IT environment. You will manage teams, ensure SLA compliance, and drive service improvements. The role requires a Bachelor’s degree, ITIL certification, and 5–7 years of relevant experience. Candidates must be Singaporean and willing to work 12-hour shifts onsite.

Qualifications

• 5–7 years of experience in IT operations, incident management, or support leadership.
• Experience with application support and infrastructure.
• ITIL certification is required.
• Government client experience is a plus.
• Self-driven and able to thrive in a high-pressure environment.

Responsibilities

• Manage and coordinate support engineers including third-party vendors.
• Ensure smooth communication with clients and stakeholders.
• Lead crisis response and drive major incidents to resolution.
• Document incidents per ITIL processes.
• Monitor and report on KPIs related to incidents.

Skills

Communication skills

Analytical skills

Stakeholder management

ITIL knowledge

Education

Bachelor’s degree in Computer Science, Business, or related field

Tools

Java

Windows

Linux

Networking

Storage

Job description

We are looking for an experienced Incident & Problem Manager to oversee support operations, incident resolution, and problem management in a complex IT environment. The role involves managing internal and third-party support teams, ensuring SLA compliance, leading crisis resolution, and driving service improvement initiatives.

Responsibilities

• Manage and coordinate support engineers (internal, subcontractors, third-party vendors).
• Ensure smooth communication with clients and stakeholders via reports and meetings.
• Drive major incidents to resolution and ensure SLA adherence.
• Lead crisis response and implement corrective action plans.
• Oversee maintenance activities and propose process improvements.
• Analyze incident trends, conduct root cause analysis, and drive closure of problem tickets.
• Document incidents and problems accurately in accordance with ITIL processes.
• Prepare and present service and performance reports.
• Escalate issues that impact resolution timelines or service quality.
• Monitor and report on KPIs related to incidents and problems.

Requirements

• Bachelor’s degree in Computer Science, Business, or related field.
• 5–7 years of experience in IT operations, incident management, or support leadership.
• Background in application support (Java-based) and infrastructure (Windows, Linux, Networking, Storage).
• ITIL certification is required.
• Strong communication, analytical, and stakeholder management skills.
• Experience with government clients is a plus.
• Self-driven, able to work independently, and thrive in a high-pressure, shift-based environment.
• This is a full-time onsite role and requires 12-hour shift work on a rotational basis.
• Singaporeans Only

If you are interested in this position, please click "Apply Now" and we will review your qualifications & reach out to you for further discussion & next steps. Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days, please accept this as notification that you have not been shortlisted.

Morgan Mckinley Pte Ltd