Solutions-focused Incident Resolution Leader

3 days ago

Singapore beBeeincident Full time

We are seeking an experienced Incident Management Specialist to oversee support operations, incident resolution, and problem management in a complex IT environment. The role involves managing internal and third-party support teams, ensuring service level agreement compliance, leading crisis resolution, and driving service improvement initiatives.

Responsibilities:

  • Coordinate and lead a team of support engineers (internal, subcontractors, third-party vendors) in resolving incidents.
  • Ensure smooth communication with clients and stakeholders via reports and meetings.
  • Drive major incidents to resolution and ensure service level agreement adherence.
  • Lead crisis response and implement corrective action plans.
  • Analyze incident trends, conduct root cause analysis, and drive closure of problem tickets.
  • Document incidents and problems accurately in accordance with ITIL processes.
  • Prepare and present service and performance reports.
  • Evaluate the effectiveness of current support processes and propose improvements.

Requirements:

  • Bachelor's degree in Computer Science, Business, or related field.
  • 5-7 years of experience in IT operations, incident management, or support leadership.
  • Background in application support and infrastructure (Windows, Linux, Networking, Storage).
  • ITIL certification is required.
  • Strong communication, analytical, and stakeholder management skills.
  • Experience with government clients is preferred.
  • Self-driven, able to work independently, and thrive in a high-pressure environment.

This is a full-time onsite role that may require shift work on a rotational basis after 6 months.

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