IT Major Incident Manager
1 month ago
At Singtel, our diverse workforce drives innovation and customer connection. We aim for a fair, performance-based work culture that's inclusive and collaborative.
Our Singtel Networks team is transforming to empower the digital generation. We're introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security, and more. Join us in building the networks of tomorrow and empowering every generation to live, work, and play in new ways.
Make an Impact by:
- Coordinating with Shift operation managers for end-to-end incident management, ensuring timely and efficient resolution of incidents.
- Driving the efficiency and effectiveness of the Major Incident Management process.
- Actively managing major incidents or potential major incidents, ensuring satisfactory restoration of service with minimal business impact and efficient resolution.
- Collaborating with Incident Management chairs in major incident conference calls or war rooms, gathering updates from recovery leads, service owners, and subject matter experts.
- Providing timely status update communications to stakeholders according to process and procedures.
Skills for Success:
- Degree in Telecommunication, Computer Science, or Computer Engineering, or Diploma with relevant experience.
- Minimum 5 years' relevant experience in IT and WAN environments.
- Experience in applications management or infrastructure operations support.
- Extensive knowledge and experience in major incident management, problem management, and event management.
- ITIL V3 foundation certificate with experience in an ITIL-based environment and a deep understanding of ITIL v3 processes.
- Leadership, influence, and coordination skills.
- Proven analytical and problem-solving skills.
- Autonomy, self-motivation, and excellent relationship-building skills.
- Excellent communication (verbal and written) skills.
- Strong influencing and persuasive ability.
- Effective presentation skills.
- Demonstrated initiative and commitment to continuous improvement.
- Ability to perform under pressure.
- Flexibility in approach to problem-solving.
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