Incident Management Specialist
3 weeks ago
As an Incident Management Specialist at MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD, you will be responsible for coordinating efforts across L2 and L3 support teams to ensure timely incident resolution. This involves escalating cases involving process failures that delay resolution or result in SLA breaches, attending regular incident review meetings, and generating periodic service reports for stakeholders. Additionally, you will analyze incident trends to identify opportunities for improvement and ensure incidents are documented accurately according to the Incident Management process.
Problem Management Responsibilities
As a Problem Resolution Lead, you will lead root cause analysis sessions to identify fundamental issues and preventive measures, track follow-up actions to ensure timely resolution of problem tickets, and analyze and log problem tickets for future reference. You will also be responsible for ensuring that incidents are resolved efficiently and effectively, and that stakeholders are informed throughout the process.
Key Qualifications
Minimum 5 years of experience in incident and problem management within a large organization, excellent communication skills, and excellent interpersonal abilities to manage customer relationships effectively. Analytical mindset with the ability to navigate complex technical and process-related issues, self-driven, and capable of working independently. Experience in a regulated industry and ITIL 4 certification are a plus. Experience with ServiceNow is also a plus. Tell Employers What Skills You Have
Problem and Incident Management, Incident Support, Application Development, Root Cause Analysis, ITIL service management, ITIL, ServiceNow, Incident Management, IT Application, Technical Support
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