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Disaster Recovery Coordinator

2 weeks ago

Singapore Nets Full time

Nets operates an ITSM team dedicated to optimizing ITIL processes, providing Technology Teams with a framework to deliver exceptional IT services to customers.

The Incident Manager position is pivotal in managing all technology incidents causing significant business disruption to BCS customers, driving swift resolution and keeping key stakeholders (internal and external) informed.

A thorough investigation of incidents is undertaken to identify root cause and document lessons learned, preventing their recurrence.

Key Responsibilities:

  • Oversee the entire lifecycle of incident management, ensuring prompt incident response and escalation.
  • Coordinate technical teams, vendors, and stakeholders for efficient incident resolution.
  • Serve as the central point of communication and decision-making during incidents.
  • Maintain transparent communication across different levels of the organization, from technical teams to executive leadership.
  • Analyze incident patterns and areas for improvement.
  • Ensure accurate documentation of incidents in accordance with the Incident Management process.
  • Monitor and report Incident Management performance metrics against established KPIs.
  • Document lessons learned and close improvement plans through post-incident reviews.
  • Collaborate with internal stakeholders to prepare MAS incident reports for RI/PNI incidents.
  • Promote performance improvement initiatives based on incident analysis and data.