Senior Major Incident Lead – Remedy & App Support

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking an experienced Major Incident professional in Singapore to own end-to-end incident management, drive rapid restoration of services, and coordinate cross-functional teams across IT operations.

The role emphasizes strong communication under pressure, clear accountability, and proactive problem management to reduce service disruption. The successful candidate will bring 8–10 years of IT initiative leadership in matrix environments, ITIL certification, and

Qualifications

• Bachelor’s degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must.
• Experience: 8–10 years managing complex IT initiatives in a matrix environment.
• Experience in Application support, EOD batch processing, infra (Storage, Network, Unix/Linux), Web/Middleware services, payments flow.

Responsibilities

• End to end ownership of Major Incident to minimize time to restore services.
• Establish command and control of an Incident with clear accountability and evaluation of complex issues.
• Participate in incident resolution calls to facilitate determination, recovery and resolution.
• Timely incident recognition, logging, assignment and resolution with proper documentation.
• Coordinate incident progression and monitor incidents and potential areas through symptoms, trends or deviations from standards.
• Escalate critical incidents to appropriate management levels.
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post-incident activities to improve service levels and identify problem trends and root causes.
• Communicate well and manage highly stressful situations during incidents.
• Experience in problem management and root cause analysis with end-to-end ticket ownership.
• Participate in post-mortems to prevent recurrence of technology incidents with known root causes.
• Management reporting: incident reporting and assignment using tools.
• Leverage automated solutions across command center/datacenter to present an accurate incident picture.
• Collaborate with Technology & Operations/Shared Infrastructure Services to maintain audit readiness.
• Capture incident timelines and KPIs for reporting and audits.
• Audit reporting: data analysis and regulatory reporting.
• Ensure compliance with Group Technology & Operations Policies and Standards.

Education

Bachelor’s degree in Business, Computer Science, or related discipline

Tools

Remedy

Helix

Application support

EOD Batch processing

Infrastructure (Storage, Network, Unix/Linux)

Web/Middleware services

Payments flow

Job description

QUESSCORP SINGAPORE PTE. LTD. is seeking an experienced Major Incident professional in Singapore to own end-to-end incident management, drive rapid restoration of services, and coordinate cross-functional teams across IT operations.

The role emphasizes strong communication under pressure, clear accountability, and proactive problem management to reduce service disruption. The successful candidate will bring 8–10 years of IT initiative leadership in matrix environments, ITIL certification, and