Incident Response Team Lead
2 days ago
At CAREERALLY PTE. LTD., we are seeking an experienced Incident Response Team Lead to join our team.
About the RoleThe Incident Response Team Lead will be responsible for leading the response to major incidents, coordinating teams to ensure timely resolution and clear communication with stakeholders.
Responsibilities:- Major Incident Management: Lead the response to major incidents, coordinating teams to ensure timely resolution and clear communication with stakeholders.
- Central Point of Contact: Act as the central point of contact during incidents, providing regular updates, setting action plans, and tracking progress to resolution.
- Post-Incident Reviews: Drive post-incident reviews, documenting outcomes, lessons learned, and corrective actions.
- Problem Management: Conduct root cause analysis on recurring issues, working with technical teams to implement permanent solutions and minimize service disruptions.
- Timeline Management: Track and manage problem resolution timelines, ensuring thorough follow-through and effective closure of identified problems.
- Process Improvement: Identify opportunities to enhance incident and problem management processes, leveraging best practices to improve efficiency and reduce response times.
- Stakeholder Communication: Prepare regular reports and performance metrics on incident and problem management activities for senior leadership and relevant stakeholders.
- Bachelor's Degree: Bachelors degree in Computer Science, Information Technology, or a related field.
- Experience: Min 5 years of experience in major incident roles within a complex IT environment.
- ITIL Knowledge: Strong understanding of ITIL frameworks and IT service management best practices.
- Problem-Solving Skills: Excellent problem-solving and decision-making skills.
- ITSM Tools: Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
- Certification: ITIL v3/v4 certification preferred.
We offer a competitive salary of SGD 90,000 - SGD 120,000 per annum, depending on experience.
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