Incident Resolution Specialist

4 days ago


Singapore The Edge Partnership Full time

The Edge Partnership is seeking a skilled Incident Manager

Key Responsibilities:

  • Drive swift incident resolution and coordinate with Level 2/3 support teams to ensure minimal downtime.
  • Proactively escalate cases to prevent Service Level Agreement (SLA) breaches and delays.
  • Participate in regular incident review meetings and generate periodic service reports for stakeholders, highlighting key insights and areas for improvement.
  • Analyze incident trends and monitor Incident Management Key Performance Indicators (KPIs) to inform strategic decision-making.
  • Conduct post-incident reviews to capture valuable lessons and implement process improvements.
  • Lead root cause analysis (RCA) sessions and track problem ticket resolutions to drive efficiency and effectiveness.
  • Manage known errors to prevent recurring incidents and maintain a high level of service quality.
  • Monitor and report on problem management KPIs to ensure seamless service delivery.

Role Requirements:

  • A minimum of 5 years of experience in incident management and problem management, with a proven track record of success.
  • Excellent communication and relationship management skills, with the ability to build strong relationships with stakeholders.
  • A self-driven individual with analytical skills, able to work independently and make informed decisions.
  • ITIL 4 certification is highly desirable, and experience with ServiceNow is a significant advantage.

Compensation and Benefits:

We offer a competitive salary range of $80,000 - $110,000 per annum, commensurate with experience, as well as a comprehensive benefits package that includes health insurance, retirement plans, and paid time off.



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