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Major Incident
2 weeks ago
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.
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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