Incident Resolution Strategist

2 weeks ago


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

Job Summary

As an Incident Management Lead, you will be responsible for managing high-severity incidents, driving problem management meetings, and ensuring compliance to SLAs and KPIs. This role requires strong leadership skills, excellent communication abilities, and a proven track record of success in IT service management.

Key Responsibilities:

  • Lead high-severity incidents/Command Centers and collaborate with multiple internal teams to restore services when major incidents occur.
  • Manage high-severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure.
  • Support and assist in high-severity incidents and drive problem management meetings, gathering required experts to perform root cause analysis for problem resolution.
  • Drive internal and 3rd party service provider/vendor review meetings covering performance, service improvements, quality, and processes.
  • Track and ensure compliance to SLAs, KPIs, and metrics relating to service performance and operations performance.
  • Ensure all operational support material is complete and all processes comply within internal security and technology standards.
  • Prepare and deliver status updates/reports to management.
  • Log and track problem tickets relating to S1/S2 or high-impact issues.
  • Maintain processes, templates, and SOP, website, and information related to incident and problem management.
  • Assist senior leaders in disaster recovery planning and activities.

Requirements:

  • Bachelor's degree or Diploma in computer science or other highly technical, scientific discipline.
  • 5-10 years of Technical/Application Support or Incident/Problem Management experience.
  • Proven experience of working efficiently in a cross-functional team.
  • ITIL v3/v4 certification and strong service-oriented experience/background.

 



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