Major Incident Manager / IT Incident Manager _ Contract

NTT SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NTT SINGAPORE PTE. LTD. is seeking an experienced Major Incident Manager to oversee end-to-end management of major IT incidents across enterprise environments.

You will coordinate application, infrastructure, network, database and middleware teams, lead bridge calls, and drive rapid restoration while communicating clearly with stakeholders. ITIL-certified candidates with 4+ years of incident management experience are encouraged to apply.

Qualifications

• 4+ years of IT Incident/Service Management experience.
• ITIL certification is required.
• Experience handling P1/P2 major production incidents.
• Experience with ITSM/ticketing tools (Remedy/Helix/ServiceNow).
• Strong stakeholder management and communication skills.
• Proficiency in Excel and PowerPoint.

Responsibilities

• Manage Major / Critical IT Incidents (P1/P2) from identification through restoration and closure.
• Own end-to-end major incidents to minimize business and service disruption.
• Lead incident bridge calls coordinating application, infra, network, DB, middleware and ops teams.
• Establish clear command during critical production incidents.
• Ensure timely incident logging, assignment, escalation and resolution.
• Coordinate teams to identify workarounds and temporary fixes when permanent resolution is pending.
• Provide timely incident updates to business and tech stakeholders.
• Maintain incident timelines, impact and recovery actions in ITSM systems.
• Escalate critical/unresolved incidents to appropriate tech/management teams.
• Participate in Post-Incident Reviews, RCA and Problem Management activities.
• Track problem tickets and corrective actions through closure.
• Apply 5 Whys and Fishbone Analysis for structured problem solving.
• Identify recurring incidents and opportunities for service improvements.
• Monitor KPIs: impact, restoration time, resolution, recurring incidents.
• Prepare incident reports, dashboards, management presentations, and audit reports.
• Ensure compliance with Incident/Problem/ITSM processes.

Skills

Stakeholder management

Communication

Analytical skills

Documentation

Reporting

Excel

PowerPoint

Education

ITIL certification

Tools

BMC Remedy

BMC Helix

ServiceNow

Job description

Major Incident Manager / IT Incident Manager

Location: Alexandra Building

Contract Duration: 12 Months

Experience: 4+ years of relevant experience

Job Summary

We are looking for an experienced Major Incident Manager / IT Incident Manager to support a large-scale enterprise technology environment.

The role will be responsible for managing major and critical technology incidents end-to-end, coordinating application and infrastructure teams, driving timely service restoration, managing stakeholder communications, and supporting Problem Management and Root Cause Analysis activities.

Candidates from Major Incident Management, IT Service Management, Production Support, Application Support, Service Operations or Technology Operations backgrounds are encouraged to apply.

Key Responsibilities

• Manage Major / Critical IT Incidents (P1/P2) from identification through service restoration and closure.
• Take end-to-end ownership of major incidents with a focus on minimizing business and service disruption.
• Lead incident bridge calls and coordinate application, infrastructure, network, database, middleware and operations teams.
• Establish clear command and control during critical production incidents.
• Ensure timely incident recognition, logging, assignment, tracking, escalation and resolution.
• Coordinate technical teams to identify workarounds and temporary solutions where immediate permanent resolution is not possible.
• Provide clear and timely incident updates to business stakeholders, technology teams and management.
• Maintain accurate incident timelines, business impact, recovery actions and resolution details in ITSM/ticketing systems.
• Manage escalation of critical and unresolved incidents to appropriate technical and management teams.
• Conduct and participate in Post-Incident Reviews, Root Cause Analysis (RCA) and Problem Management activities.
• Track problem tickets, corrective actions and preventive actions through closure.
• Apply structured problem-solving techniques such as 5 Whys and Fishbone Analysis.
• Identify recurring incidents, trends and opportunities for service improvement.
• Track incident KPIs including impact, restoration time, resolution duration and recurring incidents.
• Prepare incident reports, operational dashboards, management presentations and audit-related reports.
• Ensure compliance with Incident Management, Problem Management and IT Service Management processes and standards.

Requirements

• 4+ years of relevant IT experience in Incident Management, Major Incident Management, Problem Management, Production/Application Support, IT Service Management or Technology Operations.
• ITIL certification is required.
• Experience handling or coordinating P1/P2, critical or major production incidents.
• Good understanding of enterprise application and/or infrastructure environments.
• Experience working with ITSM/ticketing tools such as BMC Remedy, BMC Helix, ServiceNow or equivalent.
• Understanding of Incident Management, Problem Management, RCA and ITIL processes.
• Strong stakeholder management and communication skills.
• Ability to coordinate multiple technical teams during high-pressure production incidents.
• Good analytical, documentation and reporting skills.
• Working knowledge of Excel and PowerPoint.

Good to Have

• Banking or financial services experience.
• Application or Production Support experience.
• Knowledge of EOD / batch processing.
• Exposure to Unix/Linux, network, storage or infrastructure environments.
• Understanding of web, application and middleware services.
• Knowledge of payment systems or payment processing flows.
• Experience with operational, management, audit or regulatory reporting.