Incident & Problem Manager

2 months ago

Singapur, Singapore IHiS Full time

Job Summary

This is an exciting opportunity for a skilled IT Service Management professional to join our team at IHiS. As an Incident & Problem Manager, you will play a critical role in ensuring the smooth operation of our IT services and infrastructure.

Key Responsibilities

  • Manage the investigation and resolution of major incidents and problems, including running conference calls, tracking progress and timeline, and providing updates to stakeholders.
  • Develop and implement service improvement plans for major incidents and problems.
  • Monitor and ensure effective tracking and processing of minor incidents.
  • Conduct post-incident reviews to identify areas for improvement.
  • Oversee the coordination of end-to-end change activities, including assessing risk and impact and cost.
  • Work with vendors and internal teams to ensure all change and service requests are properly classified, recorded, authorized, implemented, and closed.
  • Chair or attend weekly change and request management meetings, including CABs.
  • Investigate, collect data, and report on failed service requests and changes.
  • Provide guidance and support on change and service request management activities according to contractual obligations.
  • Act as an escalation point for change and service request management-related issues.
  • Implement, review, and maintain related ITSM processes and procedures.
  • Manage and maintain IT recovery plans with internal teams and stakeholders.
  • Create and conduct IT disaster recovery awareness and training programs.
  • Conduct IT disaster recovery exercises and tests to ensure systems and applications meet business and resiliency requirements.
  • Integrate business continuity with disaster recovery initiatives.

Requirements

  • Degree in IT or equivalent.
  • At least 5 years of relevant hands-on experience in maintaining IT systems using IT Service Management methodology.
  • Strong ITIL-based process management experience.
  • Strong critical skills, including collaboration, oral, written, and verbal communication skills, and analytical capability.
  • Increased acumen for planning, strong time management skills, and ability to multi-task.
  • Strong planning and time management skills.
  • People, result, and customer-oriented with multi-tasking capabilities.
  • Able to work under pressure.
  • Must be able to work independently, as well as in a team environment, and be a good team player.
  • Candidate with incident management experience and healthcare domain knowledge would be an advantage.

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