Major Incident Resolution Specialist

3 days ago

Singapore beBeeIncident Full time $90,000 - $120,000
Incident Manager

We are seeking a highly skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for ensuring consistent delivery of quality Major Incident Management services.

This role requires someone with strong leadership skills, excellent communication skills and the ability to work under pressure. You will be managing multiple streams of activities during and post major incidents with ease.

Key Responsibilities:
  • Ensure service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
  • Manage bridge participants to ensure alignment with the processes.
  • Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
  • Escalates, where required, to ensure outcomes are achieved.
  • Works in a 24/7 environment.
  • Communicates to appropriate stakeholders in a timely fashion.
  • Manages post major Incident activities, thereby ensuring that root cause is investigate.
  • Reviews the performance of the people and process to ensure that it is optimal.
  • Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
  • Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
  • Perform incident trend analysis to identify and eliminate recurring issues.
  • Manage root cause analysis (RCA) for significant and recurring issues.
  • Identify and implement long-term solutions to eliminate known errors.
  • Maintain and govern the Known Error Database (KEDB).
  • Proactively prevent incident recurrence through analytics and continuous service improvement.
Knowledge and Attributes:
  • Demonstrates Command, Control and Confidence in situations naturally.
  • Seasoned client service orientation and impeccable relationship building skills.
  • Ability to multi-task and prioritize with great attention to detail.
  • Seasoned ability to manage multiple streams of activities.
  • Excellent communication skills and documentation skills.
  • Excellent client liaison and facilitation skills.
  • Execution focused.
  • Ability to work across teams/regions/functions.
  • Ability to work with people at all levels of the organization.
  • Ability to escalate, where required, to ensure outcomes are achieved.
Academic, Qualifications and Certifications:
  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred.
  • 5+ years of ITSM experience with deep knowledge of Service Management processes.
  • Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Strong communication, leadership, and stakeholder management skills.
  • Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).
Required Experience:
  • Seasoned experience in a Service Operations role within a global IT Services company.
  • Seasoned major incident management experience preferably gained in a global IT organization.
Workplace Type:
  • Hybrid Working

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