Incident Resolution Specialist

4 weeks ago


Singapore The Edge Partnership Full time

Key Responsibilities

  • Drive the prompt resolution of incidents and coordinate with support teams to minimize downtime and prevent service disruptions.
  • Evaluate and escalate cases to prevent breaches of service level agreements and delays.
  • Participate in regular incident review meetings and generate periodic reports for stakeholders to ensure transparency and accountability.
  • Monitor and analyze incident trends to identify areas for improvement and optimize incident management processes.
  • Conduct thorough post-incident reviews to capture insights and develop strategies for process enhancement.
  • Lead root cause analysis sessions and track problem ticket resolutions to ensure timely and effective resolution.
  • Manage known errors to prevent recurrence and minimize the risk of future incidents.
  • Monitor and report on problem management key performance indicators to inform strategic decision-making.

Role Requirements

  • A minimum of 5 years of experience in incident management and problem management.
  • Strong communication and relationship management skills to effectively collaborate with stakeholders.
  • Analytical and self-driven, with the ability to work independently and prioritize tasks efficiently.
  • ITIL 4 certification is preferred, and experience with ServiceNow is a plus to enhance technical skills.


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