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Incident Management Specialist

2 months ago

Singapore SAGL CONSULTING PTE. LTD. Full time
Job Summary

SAGL Consulting PTE. LTD. is seeking a highly skilled Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for ensuring operational excellence, process optimization, and resilience in IT infrastructure and operations across multiple locations.

Key Responsibilities
  • Operational Stability Strategy:
    • Develop and implement regional IT infrastructure strategies aligned with company objectives.
    • Define and standardize operational processes to enhance service level agreement achievement.
    • Identify optimization opportunities and implement continuous improvement strategies.
    • Establish key performance indicators (KPIs) to measure process effectiveness and efficiency.
  • Operational Stability Development:
    • Conduct regular assessments and audits to identify improvement areas.
    • Develop and implement operation stabilization strategies to mitigate operational risks.
    • Integrate products into services for continuous service improvement.
  • Incident/Problem Management:
    • Participate in major incidents and coordinate resources for resolution.
    • Conduct post-incident reviews and root cause analysis.
    • Handle incident escalations and oversee change management processes.
  • Reporting and Continuous Improvement:
    • Communicate global IT strategies and directions.
    • Assist in request handling and collaborate with stakeholders.
    • Report to governance teams for service management topics.
  • Cross-Functional Collaboration and Communication:
    • Liaise with cross-functional teams to ensure alignment.
    • Collaborate with various teams to meet operational expectations.
Requirements
  • 5-10 years of experience in process improvement or operational excellence.
  • Lead major incident management & lead incident management.
  • Lead change management.
  • Lead problem management.
  • IT infrastructure operations.
  • Collaboration across teams & departments.
  • Strong understanding of IT infrastructure architecture & services.
  • Analyze and take initiatives to improve IT service stability.
  • Strong project management and leadership skills.
  • Certifications in process improvement methodologies and ServiceNow are advantageous.