Major Incident Lead: Drive P1/P2 Resolutions & MTTR

itcan pte. limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

itcan pte. limited is seeking a Major Incident Manager to take end-to-end ownership of P1/P2 production incidents, minimize business disruption, and ensure adherence to SLAs.

You will chair bridge calls with application, infrastructure, network, and vendor teams, drive MTTR-focused resolution, and coordinate with Change Management for emergency changes. The role emphasizes strong ITIL-based ITSM knowledge, 24x7 support experience, and clear stakeholder communication to deliver PIRs, RCAs, and

Qualifications

• Experience in Major Incident Management within BFS or enterprise environments.
• In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).
• Excellent written and verbal stakeholder communication skills.
• Experience managing 24x7 production support incidents.
• Strong documentation skills for incident logs, RCA, and reporting.

Responsibilities

• Lead Major Incident Management lifecycle for P1/P2 incidents.
• Chair Major Incident bridge/ SWAT calls with cross-functional teams.
• Provide incident status updates and escalations to stakeholders.
• Perform PIRs and track RCA/Problem Records.
• Produce governance dashboards and heat maps.

Skills

Major Incident Management

ITIL-based ITSM

Stakeholder communication

24x7 production support

Documentation

Tools

ServiceNow

HP Service Manager (HPSM)

Job description

itcan pte. limited is seeking a Major Incident Manager to take end-to-end ownership of P1/P2 production incidents, minimize business disruption, and ensure adherence to SLAs.

You will chair bridge calls with application, infrastructure, network, and vendor teams, drive MTTR-focused resolution, and coordinate with Change Management for emergency changes. The role emphasizes strong ITIL-based ITSM knowledge, 24x7 support experience, and clear stakeholder communication to deliver PIRs, RCAs, and