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Incident Resolution Specialist

2 weeks ago

Singapore beBeeIncidentResolution Full time $100,000 - $145,000
Job Title: Incident Resolution Specialist

The role of an Incident Resolution Specialist is pivotal in ensuring seamless service delivery.

This specialist must be adept at managing complex and high-priority incidents that require global resources.

Key responsibilities include:

  • Ensuring quality incident management through effective command, control, and confidence.
  • Managing bridge participants to ensure alignment with processes.
  • Taking accountability for diligent adherence to major incident management process within defined deadlines.
  • Escalating where necessary to ensure desired outcomes.
  • Communicating effectively to stakeholders in a timely fashion.
  • Investigating root causes of incidents.
  • Reviewing performance of people and process to optimize it.
  • Facilitating the service request process to obtain root cause analysis and create client-facing reports.
  • Leading the lifecycle of incidents to achieve swift resolution within SLA targets.

Knowledge and attributes required include:

  • Demonstrating command, control, and confidence in situations.
  • Client service orientation and relationship building skills.
  • Ability to multitask and prioritize with great attention to detail.
  • Seasoned ability to manage multiple streams of activities.
  • Excellent communication and documentation skills.
  • Client liaison and facilitation skills.
  • Execution-focused.
  • Ability to work across teams, regions, and functions.

Required qualifications include:

  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL 4 Foundation certification; ITIL Intermediate or Expert preferred.
  • 5+ years of ITSM experience with deep knowledge of Service Management processes.
  • Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Strong communication, leadership, and stakeholder management skills.

Necessary experience includes:

  • Experience in a Service Operations role within a global IT Services company.
  • Major incident management experience preferably gained in a global IT organization.

We are seeking highly skilled professionals who can drive success and excellence in our organization.

A successful candidate will possess exceptional leadership skills, the ability to work in a fast-paced environment, and excellent communication skills.

If you are a motivated and dedicated professional looking for a challenging role, we encourage you to apply.