Major Incident Manager — Incident Response Lead

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking an experienced Incident Manager to lead end-to-end incident handling for group businesses.

The role requires coordinating with multiple business and technology units, ensuring adherence to Incident and Problem Management processes, and driving timely restoration of services. The ideal candidate has ITIL certification, 4 years of managing complex IT initiatives in a matrix environment, and hands-on experience with Remedy/Helix and related IT infrastructure

Qualifications

• Diploma / Bachelor’s degree in Business, Computer Science, or related discipline required.
• 4 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience preferred.
• ITIL certification is a must.
• Experience in Remedy, Helix, Application support, and knowledge of EOD batch processing and IT infrastructure.

Responsibilities

• Manages technology incidents impacting group businesses.
• Works with relevant business & technology groups to comply with Incident and Problem Management processes.
• Owns Major Incident end-to-end to minimize time to restore services.
• Establishes command and control of incidents with clear accountability.
• Participates in all incident resolution calls to facilitate recovery and resolution.
• Ensures timely incident recognition, logging, assignment and resolution with proper documentation.
• Monitors incident progression and identifies trends or deviations.

Skills

Incident management

ITIL practices

Stakeholder management

Problem management

Change management

Education

Bachelor's or Diploma in Business/CS

Tools

Remedy

Helix

Unix/Linux

Web/Application/Middleware services

Job description

PERSOL SINGAPORE PTE. LTD. is seeking an experienced Incident Manager to lead end-to-end incident handling for group businesses.

The role requires coordinating with multiple business and technology units, ensuring adherence to Incident and Problem Management processes, and driving timely restoration of services. The ideal candidate has ITIL certification, 4 years of managing complex IT initiatives in a matrix environment, and hands-on experience with Remedy/Helix and related IT infrastructure