Major incident management process

Trigent Software Inc; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading software solutions provider in Singapore is seeking a Major Incident Management Process Specialist. The role involves defining and establishing the Major Incident Management process, collaborating with various stakeholders, and creating comprehensive documentation. Candidates should have 8 years of relevant experience and expertise in ITIL processes. This position offers an excellent opportunity to contribute significantly to the organization's success.

Qualifications

• 8 years of experience in Major Incident Management processes.
• Strong background in ITIL processes.
• Ability to document and create SOPs effectively.

Responsibilities

• Define and establish the Major Incident Management process.
• Collaborate with stakeholders and IT support teams.
• Document the Major Incident Management process comprehensively.
• Collect and report metrics related to Major incident processes.

Skills

IT Service Management expertise

Communication skills

Process documentation

Stakeholder management

GxP applications knowledge

Tools

ServiceNow

Summit

Job description

You have an exciting opportunity to join our team as a Major Incident Management Process Specialist. In this role, you will be responsible for defining and establishing the Major Incident Management (MIM) process from scratch, tailored to a Global application support model. Your expertise in IT Service Management (ITSM) tools like ServiceNow or Summit will be essential in integrating the MIM process effectively.Collaborating with stakeholders from various business areas, IT support teams, and L1 Help desk, you will play a key role in formulating the workflow and RACI matrix for the MIM process. Your ability to obtain necessary approvals and create Standard Operating Procedures (SOPs) will be crucial in ensuring the efficiency of the MIM process.As a skilled Process Document Writer with a strong background in ITIL processes, you will be tasked with documenting the Major Incident Management process comprehensively. You will define communication protocols and channels for Major incidents, ensuring clear and effective communication during and after incident closure.Additionally, you will be responsible for collecting and reporting metrics related to Major incident processes across portfolios. Your experience in running MIM processes, measuring their effectiveness, and addressing stakeholder concerns will be invaluable in this role. Knowledge of GxP applications in the Pharma industry will be an added advantage.If you have a total of 8 years of experience and possess expertise in Major Incident Management processes and ITIL practices, we encourage you to apply for this challenging and rewarding position. This is an excellent opportunity to make a significant impact and contribute to the success of our organization.,

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