Senior Major Incident & Application Support Engineer

QUESS SINGAPORE; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD is seeking a Senior Major Incident Manager to take end-to-end ownership of major IT incidents in a Singapore-based environment.

The role emphasizes rapid restoration, strong command and control, and cross-functional coordination to minimize service disruption. Responsibilities include incident resolution coordination, documentation, root-cause analysis, and regular reporting to management.

Qualifications

• ITIL certification is required.
• 8–10 years managing complex IT initiatives in a matrix environment.
• Experience in application support, infrastructure, and payments flow.

Responsibilities

• 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 and accountability.
• Participation in all incident resolution calls to facilitate incident determination.
• Timely incident recognition, logging, assignment and resolution with proper documentation.
• Incident progression coordination and monitoring of incidents and potential areas.
• Escalation of critical incidents to appropriate levels of management.
• Ensure incident data is accurately captured in the incident reporting tool.
• Post Incident activities to improve service levels and identify problem trends.
• Communicate well and manage highly stressful situations during the Incident.
• Problem Management: end-to-end ownership of problem tickets and preventive actions.
• Participate in post-mortems to determine root causes and prevent repeats.
• Management reporting: accurate incident reporting using customized tools.
• Work with other functions to maintain an audit rating.
• KPI Metrics and Reporting: capture incident timelines and KPIs.
• Audit Reporting: data analysis, PowerPoint presentations, regulatory reporting.
• Ensure compliance to Group Technology & Operations Policies and Standards

Skills

Incident management

ITIL

Stakeholder communication

Remedy/Helix

Application support

Education

Bachelor's degree in IT

Tools

Remedy

Helix

PowerPoint

Ticketing tools

Job description

QUESSCORP SINGAPORE PTE. LTD is seeking a Senior Major Incident Manager to take end-to-end ownership of major IT incidents in a Singapore-based environment.

The role emphasizes rapid restoration, strong command and control, and cross-functional coordination to minimize service disruption. Responsibilities include incident resolution coordination, documentation, root-cause analysis, and regular reporting to management.