Incident Resolution Specialist

2 weeks ago

Singapore beBeeIncident Full time

Incident Manager Role

The primary responsibility of the Incident Manager is to ensure consistent delivery of quality Major Incident Management services. This involves complex and high-priority incidents with resources based in multiple locations across the globe, involving different countries, cultures, people, and technologies.

The primary goal of the Incident Manager is to restore normal service operation as quickly as possible to minimize adverse impact on business operations for clients (both internal and external).

Key responsibilities include ensuring service excellence through managing major incidents by demonstrating command, control, and confidence at all times. Additionally, the Incident Manager must manage bridge participants to ensure alignment with processes and take accountability for diligently following major incident management processes within defined deadlines.

Escalation procedures are also crucial in this role, as well as communication with stakeholders in a timely fashion. The Incident Manager is responsible for managing post-major incident activities, including investigating root cause and reviewing performance to ensure optimality.

Other key responsibilities include facilitating the service request process to obtain root cause, perform a major incident review, and create client-facing reports within committed time frames. Furthermore, leading the lifecycle of incidents to ensure swift resolution within SLA targets and performing incident trend analysis to identify and eliminate recurring issues are critical tasks.

Root cause analysis (RCA) for significant and recurring issues is also a vital component of this role, as is identifying and implementing long-term solutions to eliminate known errors. Maintaining and governing the Known Error Database (KEDB) and proactively preventing incident recurrence through analytics and continuous service improvement are additional responsibilities.

Knowledge and Attributes

  • Command, Control, and Confidence in situations naturally
  • Seasoned client service orientation and impeccable relationship building skills
  • Ability to multi-task and prioritize with great attention to detail
  • Seasoned ability to manage multiple streams of activities
  • Excellent communication skills and documentation skills
  • Excellent client liaison and facilitation skills
  • Execution-focused
  • Ability to work across teams/regions/functions
  • Ability to work with people at all levels of the organization
  • Ability to escalate, where required, to ensure outcomes are achieved

Academic, Qualifications, and Certifications

  • Bachelor's degree or equivalent in Information Technology or related field
  • ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred
  • 5+ years of ITSM experience with deep knowledge of Service Management processes
  • Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management)
  • Strong communication, leadership, and stakeholder management skills
  • Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel)

Required Experience

  • Seasoned experience in a Service Operations role within a global IT Services company
  • Seasoned major incident management experience preferably gained in a global IT organization

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