Digital Crisis Manager
17 hours ago
As a key member of our team at THE EDGE PARTNERSHIP HOLDINGS PTE. LTD., we are seeking an experienced Digital Crisis Manager to oversee the swift resolution of incidents and improve incident management processes.
Key Responsibilities:
- Drive the resolution of incidents and coordinate with support teams to minimize downtime.
- Elevate cases to prevent service level agreement (SLA) breaches and delays.
- Participate in regular incident review meetings and generate periodic service reports for stakeholders.
- Analyze incident trends and monitor key performance indicators (KPIs) related to incident management.
- Conduct post-incident reviews to capture insights and enhance processes.
- Lead root cause analysis (RCA) sessions and track problem ticket resolutions.
- Manage known errors to prevent incident recurrence.
An Ideal Candidate:
- 5+ years of experience in crisis management and problem management.
- Strong communication and relationship management skills.
- Analytical and self-driven, with the ability to work independently.
- ITIL 4 certification preferred; experience with ServiceNow is a plus.
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