Production Services Specialist – Incident Management

3 weeks ago


Singapore RECRUIT HAUS PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

  • Ensure adherence to ITIL best practices for incident and problem management, consistently meeting SLAs and the needs of the organization. Drive timely resolution of complex incidents impacting banking applications.
  • Lead end-to-end triage efforts, working with cross-functional teams (Tech & Business) to recover services quickly and efficiently. Apply creative problem-solving and out-of-the-box thinking to resolve incidents.
  • Provide periodic updates at various stages of incident triage to senior technical and business executives, ensuring transparency and alignment. Maintain clear, concise, and regular communication with stakeholders about the status of incidents and their remediation.
  • Oversee problem investigations to ensure root causes are identified, documented, and resolved. Ensure that operational workarounds are properly documented and known errors are managed effectively.
  • Collaborate with other teams to continuously improve incident management processes, service levels, and reporting standards. Establish and implement analytical practices to monitor and report on operational performance and drive improvements.
  • Contribute to defining and implementing operational standards, policies, and service levels that align with organizational needs and industry best practices.
  • Work closely with Change, Incident, and Problem Management teams to define operational service levels, metrics, and reporting standards. Ensure seamless coordination during change management and drive successful change implementation.
  • Track and document risks and issues in line with banking standards, ensuring that proactive measures are taken to mitigate potential problems.
  • Review, create, and maintain documentation on systems and processes. Continuously enhance your technical knowledge of supported applications and processes by collaborating with peers and internal customers.
  • Lead shift operations and ensure smooth handovers with regional teams, particularly focusing on managing incidents across different time zones. Provide proactive leadership during weekends and public holidays as part of a 5-day week shift schedule.

Required Skills & Experience:

  • Bachelor's degree in Information Technology, Computer Science, or related field (IT/CS specialization preferred).
  • Minimum of 8+ years of experience in Incident Management, supporting applications, with a solid understanding of triaging and resolving incidents within payments environments.
  • ITIL V3 Foundation Certification (required).
  • Hands-on experience supporting desktop end-user services, infrastructure, and applications. A deep understanding of service support, incident management, and problem management processes.
  • Exceptional verbal and written communication skills, with the ability to convey complex ideas to both technical and non-technical stakeholders effectively.
  • Familiarity with supporting mission-critical services and meeting strict SLAs. Demonstrated ability to manage high-pressure situations and multiple priorities with attention to detail.
  • Proactive and results-driven, with a demonstrated ability to think creatively and resolve issues under tight timelines.
  • Ability to work seamlessly with cross-functional teams, including technical and business partners, ensuring effective handovers and coordination across time zones.
  • Ability to track and report on activities, ensuring that tasks are prioritized, conflicts are forecasted, and deadlines are met without supervision.
  • Experience in process design, process improvement tools, and methodologies (Six Sigma, DMAIC phases) to optimize incident and problem management processes.
  • Familiarity with large-scale enterprise IT organizations, handling complex service delivery and multi-region support.
  • Strong experience in the financial services industry, with an understanding of regulations, applications, and risk management practices.
  • Exposure to software development methodologies (e.g., Agile, Waterfall) and their integration into support operations.
  • Experience with risk management frameworks and practices, particularly within the banking and finance sector.
  • Project management training or certification is a plus.
Tell employers what skills you have

RDS
Remediation
Change Management
Process Improvement
Agile
Transparency
Problem Management
Banking
ITIL
Six Sigma
Financial Services
Software Development
Incident Management
Service Delivery

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