
Incident Resolution Specialist
7 days ago
This is a critical role for a skilled Incident Manager who will oversee the end-to-end management of major incidents, aiming to minimize downtime and ensure timely resolution. As an Incident Manager, you will be responsible for managing technology incidents impacting business operations.
Key Responsibilities:- Manage ownership of Major Incidents with the goal of minimizing time to restore services.
- Establish command and control of incidents, ensuring clear accountability and precise evaluation of complex issues.
- Participate in incident resolution calls to facilitate determination, recovery, and resolution.
- Ensure timely incident recognition, logging, assignment, and resolution with proper documentation.
- Coordinate and monitor incident progression, identifying potential areas of concern.
- Escalate critical incidents to appropriate levels of management.
- Accurately capture and document incident data in reporting tools.
- Conduct post-incident activities to improve service quality and identify problem trends.
- Ability to communicate effectively in high-stress situations during incidents.
- Experience in problem-solving methods like five whys, Fishbone analysis, and root cause analysis.
- End-to-end ownership for initiating, tracking, and closure of problem tickets and preventive actions.
- Participate in standard post-mortem processes to prevent repeat incidents with known root causes.
- Effective incident reporting and assignment using customized tools.
- Work collaboratively with Technology and Operations functions to maintain audit compliance.
- Capture incident timelines, impact, resolution duration, and associated KPIs.
- Audit Reporting: Data analysis, presentation, and regulatory compliance.
- Proficiency in Macro, Excel, PowerPoint, ticketing tools, and data analysis.
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Incident Resolution Specialist
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Incident Resolution Specialist
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2 weeks ago
Singapore beBeeIncidentManagement Full time $90,000 - $120,000Incident Management ProfessionalAs a seasoned Incident Manager, you will play a pivotal role in ensuring the smooth operation of our technology infrastructure. Your primary responsibility will be to manage technology incidents impacting group businesses, working closely with relevant business and technology groups to comply with incident and problem...