Incident Response Coordinator

1 week ago

Singapore beBeeSpecialist Full time

Incident Management Specialist


Job Description:

The Incident Manager plays a pivotal role in ensuring seamless business operations by effectively managing technology incidents impacting group businesses. This involves working closely with relevant business and technology groups/units to comply with the Incident and Problem Management processes and procedures. The goal is to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting, all in full compliance with standards on Incident and Problem Management functions.


Responsibilities:
  • Manage complex IT initiatives in a matrix environment or operational line managers experience preferred.
  • Establish strong command and control of an incident, establishing clear accountability and precise evaluation of complex issue scenarios.
  • Participate in all incident resolution calls to facilitate incident determination, recovery, and resolution.
  • Timely incident recognition, logging, assignment, and resolution (or bypass/temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
  • Incident progression coordination and monitoring of Incidents and potential areas through symptoms, trends, or deviations from standards.
  • Escalation of critical and unresolved Incidents to appropriate levels of management.
  • Ensure incident data is accurately captured and documented in the incident reporting tool.

Requirements:
  • Bachelor's degree in Business, Computer Science, or related discipline required.
  • ITIL certification is a must.
  • Excellent communication skills (written and oral), with experience interacting with all levels of management.
  • Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc.), Web/Application/Middleware services, Good to know Payments flow.

Key Domain/Technical Skills:
  • Experience in Remedy, Helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc.), Web/Application/Middleware services, Good to know Payments flow.

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