Up to $5k | IT Service Management | 1 Year renewable Contract

PERSOL; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking an experienced incident manager to lead incident management processes. Responsibilities include incident resolution, process development, and collaboration with cross-functional teams. Candidates should have 3-5 years in IT incident management, a relevant degree, and strong knowledge of ITSM tools, with ITIL certification preferred. The role demands excellent communication skills and the ability to work under pressure, ensuring efficient incident resolution and continuous improvement.

Qualifications

• 3–5 years of experience in IT incident management or a related role.
• Strong knowledge of IT Service Management (ITSM) tools.
• Familiarity with ITIL processes; ITIL certification is a plus.

Responsibilities

• Take ownership of incident management processes and act as the single point of contact for major incidents.
• Implement and maintain incident management procedures aligned with ITIL best practices.
• Provide timely updates to stakeholders during the incident resolution process.

Skills

IT incident management

Problem-solving skills

Communication skills

Interpersonal skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

Jira

Job description

Key Responsibilities

• 1. Incident Management: Take ownership of incident management processes to ensure efficient resolution of incidents. Act as the single point of contact for major incidents, coordinating between technical teams, stakeholders, and leadership. Lead bridge calls during critical incidents, ensuring effective collaboration and timely resolution.
• 2. Process Development and Adherence: Implement and maintain incident management procedures aligned with ITIL best practices. Ensure all incidents are properly logged, categorized, and prioritized within the IT Service Management (ITSM) tool.
• 3. Communication: Provide timely updates to stakeholders during the incident resolution process. Prepare and distribute post-incident reports, outlining the root cause, impact, and corrective actions taken.
• 4. Collaboration and Coordination: Work closely with cross-functional teams, including engineering, operations, and customer support. Escalate unresolved incidents to appropriate teams or vendors as needed.
• 5. Continuous Improvement: Perform root cause analysis (RCA) for major incidents and recommend process improvements. Analyze incident trends to identify recurring issues and propose proactive measures.
• 6. Reporting and Metrics: Track and report key incident management metrics, such as Mean Time to Resolve (MTTR) and incident volumes. Provide insights and recommendations to improve service performance.

Qualifications and Skills

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in IT incident management or a related role.
• Strong knowledge of IT Service Management (ITSM) tools (e.g., ServiceNow, Jira).
• Familiarity with ITIL processes; ITIL certification is a plus.
• Exceptional problem-solving and decision‑making skills.
• Strong communication and interpersonal skills to interact with technical teams and business stakeholders.
• Ability to work under pressure and manage high‑stress situations effectively.
• Experience with root cause analysis (RCA) and continuous improvement frameworks.

Requirements

• Experience in managing incidents in a 24/7 production environment.
• Knowledge of cloud environments and infrastructure (AWS, Azure, GCP).
• Familiarity with Agile or DevOps practices.

We regret that only shortlisted applicants would be notified.

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PERSOL SINGAPORE PTE LTD • UEN No. 200007268E • EA License No. 01C4394• Reg. EA Registration No. R23113726 (Kelvin Chee Kia Hau)