Incident Management Specialist

1 week ago


Singapore Kerry Consulting Pte Ltd Full time
Incident Handler Manager

As a key member of our team, the Incident Handler Manager plays a crucial role in ensuring the swift resolution of technology incidents that impact our customers. This position involves overseeing incident management processes, collaborating with support teams, and conducting post-incident reviews to identify root causes and implement corrective measures.

Key Responsibilities:
  • Ensure prompt resolution of all incidents impacting customers.
  • Work closely with support teams to facilitate timely incident resolution.
  • Escalate issues resulting from process breakdowns that may lead to delays or violations of Service Level Agreements (SLAs).
  • Participate in regular incident review meetings to assess ongoing incidents and promote swift closure.
  • Prepare and distribute periodic service reports for stakeholders.
  • Analyze incident trends to identify and address recurring issues.
  • Ensure that incidents are accurately documented following the Incident Management process.
  • Monitor and report on key performance indicators (KPIs) related to Incident Management.
  • Conduct post-incident reviews for significant incidents to capture lessons learned and ensure follow-up actions are completed.
  • Lead root cause analysis sessions to identify underlying problems and develop preventive measures.
  • Track follow-up actions to ensure timely resolution of problem tickets.
  • Identify and log problem tickets based on thorough analysis.
  • Maintain oversight of all known errors within the system.
  • Monitor and report on KPIs related to problem management.
Requirements:
  • Minimum 5 years of experience in incident and problem management in a large organization.
  • Background in a regulated financial institution is highly advantageous.
  • Understanding of the digital payments landscape is a plus.
  • Strong functional and technical knowledge of cloud technology components.
  • Familiarity with ServiceNow is beneficial.
  • Basic knowledge of AWS technology is preferred.
  • Excellent communication skills for articulating complex issues clearly.
  • ITIL 4 certification is required.

To be considered for this role, please submit your resume in MS Word format to Sheralynn Tjioe at sr@kerryconsulting.com, quoting the job title. We regret that only shortlisted candidates will be contacted.



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