IT Incident Management

ITCAN PTE. LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading tech solutions provider in Singapore is seeking an Incident Manager to improve and oversee incident management processes across teams. Ideal candidates will have experience in IT Service Management within a banking environment and knowledge of ITIL concepts. You will be responsible for onboarding application support documentation, facilitating incident resolution, and ensuring compliance with updated management processes. Strong problem-solving and analytical skills are essential for this role.

Qualifications

• Good experience in IT Service Management or a similar role in a banking environment.
• Worked as Incident Manager in a banking environment.
• Knowledge of ITIL concepts.

Responsibilities

• Align existing Incident Management Processes with Global Incident Management teams.
• Onboard Application Support Documentation and User Guide to Service Now.
• Participate in incident resolution calls to facilitate determination and recovery.

Skills

IT Service Management

Incident Management

Knowledge of ITIL

Performance monitoring tools

Analytical skills

Time management

Job description

Responsibilities

• Work with Global Incident Management teams to align existing Incident Management Processes. Drive to close all existing gaps identified.
• Onboarding of Application Support Documentation and User Guide to Service Now
• Work with relevant business & technology group/units to comply with the updated Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with standards on Incident and Problem Management functions.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution to ensure alignment with updated/existing processes.
• Incident progressio co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.

Requirements

• Good experience in IT Service Management or a similar role in a banking environment
• Worked as Incident Manager in a banking environment
• Knowledge of ITIL concepts
• Knowledge of performance monitoring tools is an added advantage
• Excellent managerial skills and ability to collaborate with team members
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Strong problem solving, analytical and time management skills