Incident & Problem Management Specialist

1 week ago

Singapur, Singapore IHiS Full time

Job Overview

This is a critical role within the Service Delivery team at IHiS. The Assistant Manager for Service Management will be responsible for planning, managing, and delivering operations using IT Service Management (ITSM) methodology, with a primary focus on Incident & Problem Management. Additionally, the role will support other Service Management processes such as Service Request and Change Management.

Key Responsibilities

Incident and Problem Management

• Manage the investigation and resolution of major incidents and problems, including leading conference calls, tracking progress and timelines, and providing regular updates to stakeholders.

• Develop and implement service improvement plans for major incidents and problems.

• Ensure effective tracking and processing of minor incidents.

• Conduct Post-Incident Reviews.

Change and Service Request Management

• Oversee the coordination of end-to-end change activities.

• Collaborate with vendors and internal teams on change and service requests, assessing risk, impact, and cost.

• Ensure proper classification, recording, authorization, implementation, and closure of requests for change (CR) and service requests (SR).

• Chair or attend weekly change and request management meetings, including CABs.

• Investigate, collect data, and report on failed SR and CR.

• Provide guidance and support on Change and Service Request Management activities according to contractual obligations.

• Serve as an escalation point for change and service requests management-related issues.

Process Management

• Implement, review, and maintain related ITSM processes and procedures.

Disaster Recovery Plan / Business Continuity Plan

• Manage and maintain IT recovery plans with internal teams and stakeholders.

• Develop and conduct IT DR awareness and training programs.

• Conduct IT DR exercises and tests to ensure systems and applications meet business and resiliency requirements.

• Integrate business continuity with DR initiatives.

Requirements

1. Degree in IT or equivalent.

2. At least 5 years of relevant hands-on experience in maintaining IT systems using ITSM methodology.

3. Strong ITIL-based process management experience.

4. Excellent collaboration, oral, written, and verbal communication skills, as well as analytical capability.

5. Strong planning and time management skills, with the ability to multitask.

6. People, result, and customer-oriented, with multi-tasking capabilities.

7. Ability to work under pressure.

8. Must be able to work independently and as part of a team, with good team player skills.

9. Candidate with incident management experience and Healthcare domain knowledge would be an advantage.

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