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IT Incident Resolution Specialist

2 weeks ago

Singapore beBeeExpert Full time $90,000 - $120,000

Incident Manager Job Summary

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  • We are seeking a skilled Incident Manager to lead and oversee incident management processes.
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Key Responsibilities:

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  • Manage the end-to-end incident lifecycle, from identification and logging to resolution and closure with technical teams, vendors, and stakeholders.
  • Drive Root Cause Analysis (RCA) for critical incidents and ensure appropriate follow-ups.
  • Develop and maintain incident management dashboards, metrics, and reports for senior leadership.
  • Facilitate discussions within the recovery team, promoting engagement and maintaining discipline.
  • Translate technical incidents into business terms.
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Process Improvement and SLA:

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  • Refine and enhance incident management processes to ensure efficiency and effectiveness.
  • Identify trends and recurring issues, recommending proactive measures to prevent future incidents.
  • Lead or contribute to training sessions and knowledge-sharing initiatives on incident management practices.
  • Monitor and ensure adherence to Service Level Agreements (SLAs) for incident resolution.
  • Escalate and address SLA breaches with corrective actions.
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Communication:

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  • Ensure timely and clear communication of incident updates to stakeholders.
  • Draft and distribute incident notifications, status updates, and post-incident reports.
  • Bridge communication between technical teams and non-technical stakeholders.
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Requirements:

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  • Tertiary degree in technology from a recognized educational institution.
  • Strong understanding of ITIL processes; ITIL certification is highly preferred.
  • 6–8 years of experience in IT incident management or related roles, with at least 2–3 years in a leadership capacity.
  • Proven experience managing critical incidents and working with international teams.
  • Experience in IT Service Management, IT Operations, IT infrastructure, or Production Support.
  • Good understanding of Service Desk Operations, Escalation Management, Stakeholder Management experience including different ticketing tools knowledge.
  • Strong decision-making, problem-solving abilities under pressure, prioritize and multitask effectively.
  • Excellent interpersonal skills to foster collaboration across teams and regions.
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Seniority level: Mid-Senior level

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Employment type: Full-time

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Job function: Information Technology