Incident Response Team Lead
1 day ago
About SCIENTE INTERNATIONAL PTE. LTD.
We are a dynamic organization seeking an Incident Response Team Lead to oversee our incident management process and ensure timely resolution of issues.
Job Summary
The ideal candidate will have at least 5 years of experience in incident management, with a strong understanding of ITIL principles and best practices. Proficiency in using incident management tools and systems is essential, as well as excellent communication skills to effectively convey technical information to both technical and non-technical audiences.
Responsibilities
- Lead root cause analysis sessions to identify fundamental issues and preventive measures;
- Track follow-up actions to ensure timely resolution of problem tickets;
- Analyze and log problem tickets for future reference;
- Serve as the gatekeeper for all known errors;
- Monitor and report on Problem Management KPIs;
- Coordinate efforts across L2 and L3 support teams for timely incident resolution;
- Escalate cases involving process failures that delay resolution or result in SLA breaches;
- Attend regular incident review meetings to ensure open incidents are addressed promptly;
- Generate periodic service reports for stakeholders;
- Analyze incident trends to identify opportunities for improvement;
- Ensure incidents are documented accurately according to the Incident Management process;
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
Required Skills and Qualifications
- Bachelor's degree in computer science, information technology, or related field;
- Atleast 5 years of experience in Incident Management;
- Comprehensive knowledge of ITIL incident management principles and best practices;
- Proficient in using incident management tools and systems;
- Excellent communication skills;
- Ability to excel under pressure and prioritize tasks effectively.
Salary
The estimated salary for this role is SGD $80,000 - $120,000 per annum, depending on experience.
Benefits
SCIENTE INTERNATIONAL PTE. LTD. offers a competitive benefits package, including medical insurance, annual leave, and professional development opportunities.
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