Major Incident Manager (Yearly Contract)

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

Responsibilities:

• Manages technology incidents impacting group businesses
• Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with standards on Incident and Problem Management functions
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards

Requirements:

• 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 is preferred.
• ITIL certification is a must
• Experience in Remedy, helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.

We regret that only shortlisted candidates will be contacted.