Chief Crisis Resolution Director

1 week ago

Singapore beBeeCritical Full time $150,000 - $200,000
Job Title: Critical Incident Manager

Job Summary:

We are seeking an experienced and skilled Critical Incident Manager to oversee the effective management of high-severity incidents. The successful candidate will lead crisis calls, align cross-functional teams, and provide timely updates to senior stakeholders.

This role is responsible for ensuring service delivery excellence through monitoring SLAs, coordinating with vendors, and maintaining strong operational governance.

  • Crisis Call Management: Direct the resolution of high-severity incidents by managing crisis calls, ensuring timely updates to senior stakeholders, and maintaining transparent communication channels.
  • Escalation Point: Serve as the primary escalation point for executive stakeholders, providing guidance on critical issues and ensuring seamless issue resolution.
  • Operational Governance: Ensure service delivery excellence by monitoring SLAs, coordinating with vendors, and implementing best practices in ITIL.
  • Cross-Functional Team Alignment: Lead cross-functional teams in incident, problem, and change management, embedding ITIL best practices across these areas.
  • Post-Incident Reviews: Conduct thorough post-incident reviews to identify systemic issues and drive continuous service improvement.
  • Infrastructure Transformation: Oversee infrastructure transformation initiatives to align technology capabilities with evolving business needs.
  • Automation and Monitoring: Optimize incident detection and recovery using automation, monitoring, and observability solutions.

Required Skills and Qualifications:

To be successful in this role, you will need the following skills and qualifications:

  • 15+ years of experience in IT service management
  • Proven expertise in network and infrastructure operations
  • Strong knowledge of incident, problem, and change management frameworks
  • Excellent leadership skills with experience managing global, cross-cultural teams
  • Familiarity with automation, monitoring, and observability platforms
Key Responsibilities
  • Lead crisis calls and ensure timely updates to senior stakeholders
  • Monitor SLAs and coordinate with vendors to ensure service delivery excellence
  • Implement best practices in ITIL and maintain strong operational governance
  • Lead cross-functional teams in incident, problem, and change management
  • Conduct post-incident reviews and identify systemic issues
  • Oversee infrastructure transformation initiatives
  • Optimize incident detection and recovery using automation and monitoring solutions

Benefits:

The successful candidate will enjoy a competitive salary and benefits package, including:

Opportunities for professional growth and development

Collaborative and dynamic work environment

Recognition and reward for outstanding performance

Professional certifications and training opportunities

Flexible working arrangements and work-life balance

Access to cutting-edge technology and tools

State-of-the-art facilities and amenities

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