Incident Resolution Specialist

6 hours ago

Singapore beBeeIncidentManagement Full time

Incident Management Professional

This is a critical role for a skilled Incident Manager who will oversee the end-to-end management of major incidents, aiming to minimize downtime and ensure timely resolution. As an Incident Manager, you will be responsible for managing technology incidents impacting business operations.

Key Responsibilities:

  • Manage ownership of Major Incidents with the goal of minimizing time to restore services.
  • Establish command and control of incidents, ensuring clear accountability and precise evaluation of complex issues.
  • Participate in incident resolution calls to facilitate determination, recovery, and resolution.
  • Ensure timely incident recognition, logging, assignment, and resolution with proper documentation.
  • Coordinate and monitor incident progression, identifying potential areas of concern.
  • Escalate critical incidents to appropriate levels of management.
  • Accurately capture and document incident data in reporting tools.
  • Conduct post-incident activities to improve service quality and identify problem trends.
  • Ability to communicate effectively in high-stress situations during incidents.
  • Experience in problem-solving methods like five whys, Fishbone analysis, and root cause analysis.
  • End-to-end ownership for initiating, tracking, and closure of problem tickets and preventive actions.
  • Participate in standard post-mortem processes to prevent repeat incidents with known root causes.
  • Effective incident reporting and assignment using customized tools.
  • Work collaboratively with Technology and Operations functions to maintain audit compliance.
  • Capture incident timelines, impact, resolution duration, and associated KPIs.
  • Audit Reporting: Data analysis, presentation, and regulatory compliance.
  • Proficiency in Macro, Excel, PowerPoint, ticketing tools, and data analysis.

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