Senior Incident Management Specialist

7 days ago

Singapore beBeeService Full time $80,000 - $120,000

Job Title: Senior Incident Management Specialist

This is a senior-level role that requires a high degree of technical expertise and excellent communication skills. The ideal candidate will have a strong background in ITIL service management and experience working with cross-functional teams.

Key Responsibilities:
  1. Lead high-severity incident response efforts, collaborating with multiple internal teams to restore services when major incidents occur.
  2. Manage high-severity incident communications to all stakeholders, providing regular updates to management and stakeholders until incident closure.
  3. Support and assist in high-severity incident resolution, driving problem management meetings and gathering required experts for root cause analysis.
  4. Drive internal and 3rd-party service provider/vendor review meetings covering performance, service improvements, quality, and processes.
  5. Track and ensure compliance to SLAs, KPIs, and metrics relating to service performance and operations performance.
  6. Ensure all operational support material is complete and all processes comply within internal security and technology standards.
  7. Prepare and deliver status updates/reports to management.
  8. Log and track problem tickets relating to S1/S2 or high-impact issues.
  9. Maintain processes, templates, and SOPs, websites, and information related to incident and problem management.
  10. Assist senior leaders in disaster recovery planning and activities.
Requirements:
  • Bachelor's degree or diploma in computer science or other highly technical scientific discipline.
  • 5-10 years of Technical/Application Support or Incident/Problem Management experience.
  • Proven experience of working efficiently in a cross-functional team.
  • ITIL v3/v4 certification and strong service-oriented experience/background.

Skills Required:
• ITIL Certified
• Problem Management Tools
• Remediation
• Microsoft Excel
• ITIL Process
• ITSM
• Investigation
• Visio
• Root Cause Analysis
• Unix
• ITIL Service Management
• FOCAL
• Compliance
• Problem Management
• Application Support
• ITIL
• ITIL Process Implementation
• Disaster Recovery
• Incident Management
• Service Delivery

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