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Senior Incident Resolution Specialist

2 weeks ago

Singapore beBeeManagement Full time $80,000 - $120,000
Incident Manager

We are seeking an experienced professional to join our client engagement in the banking sector. The role is critical in driving incident and problem management processes, ensuring timely resolution of major incidents, and maintaining high service availability across banking applications and infrastructure.

This position requires strong command-and-control skills during high-severity incidents, excellent communication with stakeholders, and a proactive approach to improving service resilience.

The successful candidate will have end-to-end ownership of major incidents, ensuring minimal downtime and timely restoration of services. They will drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards. Additionally, they will establish strong command and control during incident calls, ensuring clear accountability and communication.

Key responsibilities include:
  • End-to-end ownership of major incidents, ensuring minimal downtime and timely restoration of services.
  • Drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards.
  • Establish strong command and control during incident calls, ensuring clear accountability and communication.
  • Facilitate incident resolution across business, application, and infrastructure teams.
  • Perform post-incident analysis (root cause analysis), problem ticket ownership, and drive preventive actions.
  • Develop and track KPIs (incident timelines, impact, resolution duration) to improve incident management practices.
  • Provide accurate and timely incident and audit reporting, including regulatory submissions.
  • Collaborate with technology and operations teams to ensure audit compliance and service improvement.
  • Produce incident trend reports, dashboards, and management presentations.

Requirements

To be considered for this role, the ideal candidate will possess the following qualifications:
  • Bachelor's degree in Computer Science, Business, or related field.
  • ITIL certification (good to have).
  • 3–6 years of experience in IT operations or incident management in a matrix environment.
  • Strong knowledge of application support, EOD batch processing, and infrastructure services (storage, network, Unix/Linux, middleware, web applications).
  • Good understanding of banking technology operations, with exposure to payments flow preferred.
  • Proven ability to communicate with senior stakeholders during high-pressure incidents.
  • Experience with problem-solving frameworks (e.g., 5 Whys, Fishbone).
  • Strong skills in incident reporting, KPI measurement, and regulatory/audit reporting.

Benefits

As an Incident Manager, you will have the opportunity to work with cutting-edge technology and develop your skills in a fast-paced environment. You will also have access to ongoing training and development opportunities to help you grow in your career.

Others

Interested candidates are requested to email their CV with relevant experience to: [No contact information].