Major Incident Manager

NEWBRIDGE ALLIANCE PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A financial services firm in Singapore is seeking an experienced Incident Management Specialist to ensure timely resolution of complex technology incidents. Candidates should possess a Bachelor's degree, ITIL certification, and 8-10 years of relevant experience. The role involves managing incidents, collaborating with service teams, and engaging in post-incident activities to maintain service quality. Suitable candidates should demonstrate strong communication and problem-solving skills.

Qualifications

• 8-10 years of experience in managing complex IT initiatives or operational line management.
• Experience in application support, EOD batch processing, and infrastructure.

Responsibilities

• Manage technology incidents to ensure timely resolution.
• Collaborate with teams to enhance incident management processes.
• Engage in post-incident activities for quality maintenance.

Skills

Incident management

Problem-solving methodologies

Communication

Education

Bachelor's degree in Business, Computer Science, or a related field

ITIL certification

Job description

Join our banking client as an Incident Management Specialist, where you'll play a critical role in ensuring the timely resolution of complex technology incidents impacting group businesses.

Key Responsibilities

• Manage technology incidents with strong command and control, ensuring clear accountability and swift resolution.
• Collaborate with Service Operations and Service Recovery teams in the command center to enhance incident management processes, including recognition, logging, assignment, tracking, and escalation.
• Oversee end-to-end Major Incident management to minimize service downtime.
• Participate in incident resolution calls to drive determination, recovery, and resolution efforts.
• Ensure incidents are recognized, logged, assigned, and resolved promptly, with thorough documentation.
• Monitor incident progression, identify potential issues, and escalate critical incidents to management.
• Accurately capture and document incident data in reporting tools.
• Engage in post-incident activities to maintain high service quality and identify areas for improvement.
• Demonstrate effective communication and stress management skills during incidents.

Problem Management

• Apply problem-solving methodologies, such as five whys and fishbone analysis, to identify root causes.
• Manage problem tickets from initiation to closure, implementing preventive actions.
• Participate in post-mortem analyses to prevent recurring incidents.

Reporting and Compliance

• Utilize customized tools for accurate incident reporting and assignment.
• Track incident timelines, impact, resolution duration, and associated KPIs.
• Adhere to Group Technology & Operations policies and standards.
• Collaborate with other functions to ensure a favorable audit rating.

Requirements

• Bachelor's degree in Business, Computer Science, or a related field.
• ITIL certification.
• 8-10 years of experience in managing complex IT initiatives or operational line management.
• Strong written and oral English communication skills.
• Experience in application support, EOD batch processing, infrastructure, web/application/middleware services, and payments flow.

Additional Requirements

• Ability to work in a 24x7 shift rotation environment.
• Proven capacity to manage multiple priorities in a fast-paced setting.