Operational Incident Manager

4 days ago

Singapore beBeeIncident Full time $120,000 - $150,000

Incident Management Role

This position is focused on overseeing technology incidents that impact business operations. The ideal candidate will be responsible for managing the end-to-end process of major incidents to minimize downtime and ensure timely restoration of services.

The incident manager will establish strong command and control of incidents, with clear accountability and precise evaluation of complex issue scenarios. They will participate in incident resolution calls to facilitate determination, recovery, and resolution.

Key Responsibilities:
  • Manage the entire lifecycle of major incidents to minimize downtime.
  • Establish a strong command and control structure for incident management, ensuring clear accountability and accurate issue evaluation.
  • Participate in incident resolution calls to drive determination, recovery, and resolution.
  • Timely recognize, log, assign, and resolve incidents with proper documentation.
  • Elevate critical and unresolved incidents to senior management levels.
  • Accurately capture and document incident data in reporting tools.
  • Conduct post-incident activities to enhance service quality and identify problem trends and causes.
  • Communicate effectively during high-pressure situations.
  • Initiate, track, and close problem tickets and preventive actions.
  • Engage in standard post-mortem analysis processes to prevent repeat incidents.
  • Provide effective and accurate incident reporting and assignment using automated solutions.
  • Collaborate with Technology & Operations/Shared Infrastructure Services functions to maintain acceptable audit ratings.
  • Capture key performance indicator metrics and reporting, including incident timelines, impact, and resolution duration.
  • Pursue auditable reports, including data analysis and PowerPoint presentations.

Ensure compliance with Group Technology & Operations Policies and Standards.

Requirements:
  • Bachelor's degree in Business, Computer Science, or related field.
  • ITIL certification required.
  • 6-7 years of experience in managing complex IT initiatives in a matrix environment or operational line management preferred.
  • Background in Application support, knowledge of EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, familiarity with Payments flow beneficial.

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