Incident Coordinator

2 weeks ago

Singapore INFINITE COMPUTER SOLUTIONS PTE LTD Full time
Roles & Responsibilities

Skills:

  • Clear Understanding on ITIL principles.
  • ITIL v3.0 Foundation trained or Certified.
  • Solid understanding of Incident Management process.
  • Ability to understand KPIs, SLAs and its importance to customer's business.
  • Ability to maintain clear and focused thinking under stressful/high pressure situations.
  • Ability to translate technical information into business/layperson language.
  • Ability to grasp and assess business impact by clear and thorough probing of stakeholders.
  • Ability to derive streams and actions based on the inputs provided by the support teams.
  • Strong verbal, written communication skills.
  • Good at formulating clear Customer communications and keeping Stakeholders updated throughout the life cycle of an Incident.
  • Displays Command and Control while chairing Incident bridge calls.
  • Ability to retain control of any situation and lead the support teams through it.
  • Ability to drive parties towards service restoration.
  • Ensuring that all support teams adhere to the incident management process on every incident.
  • Ability to lead and drive Critical & Major Incidents to closure liaising with multiple vendors if necessary.
  • Ability to make decisions based on business needs and explain the reasoning/judgement behind the decisions.
  • Ability to instill confidence that the situation is being managed and will be resolved.
  • Experience of having worked on Service Management Tools (Ex., BMC Remedy / Maximo / Service Now, etc).

EA License # 14C6941

Tell employers what skills you have
Security Operations
Quality Control
Change Management
Service Management
Change Mgmt
GMP
Problem Management
Pressure
Threat Intelligence
ITIL
Bridge
Incident Management
Malware Analysis

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