Incident Response Specialist

6 days ago


Singapore CAREERALLY PTE. LTD. Full time

Careerally Pte Ltd, a leading HR and Recruitment Company in Singapore, seeks an experienced Major Incident Manager to join our team.

Job Description

The ideal candidate will have at least 5 years of experience in major incident roles within a complex IT environment, with a strong understanding of ITIL frameworks and IT service management best practices. They must also possess excellent problem-solving and decision-making skills, as well as experience with ITSM tools such as ServiceNow or Jira.

The salary for this role is estimated to be around SGD $80,000 - SGD $120,000 per annum, depending on experience. This figure takes into account the cost of living in Singapore and industry standards.

Key Responsibilities:
  • Lead the response to major incidents, coordinating teams to ensure timely resolution and clear communication with stakeholders.
  • Act as the central point of contact during incidents, providing regular updates, setting action plans, and tracking progress to resolution.
  • Drive post-incident reviews, documenting outcomes, lessons learned, and corrective actions.
  • Conduct root cause analysis on recurring issues, working with technical teams to implement permanent solutions and minimize service disruptions.
  • Track and manage problem resolution timelines, ensuring thorough follow-through and effective closure of identified problems.
  • Identify opportunities to enhance incident and problem management processes, leveraging best practices to improve efficiency and reduce response times.
  • Prepare regular reports and performance metrics on incident and problem management activities for senior leadership and relevant stakeholders.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Min 5 years of experience in major incident roles within a complex IT environment.
  • Strong understanding of ITIL frameworks and IT service management best practices.
  • Excellent problem-solving and decision-making skills.
  • Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
  • ITIL v3/v4 certification preferred.
  • Excellent problem-solving, analytical, and communication skills.


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