Major Incident

2 weeks ago


Singapore Spring Professional (Singapore) Pte. Ltd. Full time

Major Incident & Problem Manager

About the Role:

  • Permanent / Full time position
  • Senior Manager Level
  • Stability and opportunity to work in a renowned organization


As Major Incident & Problem Manager, you'll play a critical role and be responsible for managing technology incidents that impact the group businesses.

Your expertise will ensure smooth operations, mínimal disruptions, and enhanced customer satisfaction.

Responsibilities:

  • Take full ownership of major incidents, focusing on minimizing service restoration time.
  • Collaborate with business and technology teams to adhere to incident and problem management processes, improving incident recognition, tracking, and resolution.
  • Demonstrate strong command and control during incidents, ensuring clear accountability and accurate evaluation of complex scenarios.
  • Contribute to incident resolution calls, facilitating determination, recovery, and resolution.
  • Recognize, log, assign, and resolve incidents in a timely manner, with thorough documentation.
  • Monitor incident progression, identifying potential areas of concern and escalating critical issues when necessary.
  • Accurately capture and document incident data using the reporting tool.
  • Engage in postincident activities to enhance service quality, identify problem trends, and take preventive actions.
  • Exhibit excellent communication and stress management skills during incidents.
  • Drive problem management initiatives, utilizing various problemsolving methods and taking complete ownership of problem tickets.
  • Participate in postmortem processes, analyzing root causes to prevent future incidents.
  • Provide management reports on incidents, leveraging automated tools and procedures.
  • Collaborate with Technology & Operations/Shared Infrastructure Services to maintain compliance with policies and standards.
  • Monitor and report key performance indicators (KPIs) related to incident management.

Requirements:

  • Hold a bachelor's degree in Business, Computer Science, or a related discipline.
  • Possess essential ITIL certification.
  • Have experience managing complex IT initiatives or operational line management in a matrix environment.
  • Demonstrate excellent written and verbal communication skills in English, with the ability to engage with all levels of management.

Posted By
Abel Quek

Senior Commercial Manager - Information Technology

EA License No: 09C5803

Registration No:
R1768942

JN

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