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Senior IT Incident Resolution Specialist

2 weeks ago

Singapore beBeeIncident Full time

Key Roles and Responsibilities

We are looking for an experienced Incident Manager to oversee the management of technology incidents that impact our businesses.

You will work closely with relevant business and technology groups/units to ensure compliance with incident and problem management processes and procedures.

Your primary focus will be on owning major incidents from start to finish, minimizing downtime and restoring services as quickly as possible.

You will establish strong command and control of incidents, ensuring clear accountability and precise evaluation of complex issue scenarios.

You will participate in incident resolution calls to facilitate determination, recovery, and resolution.

Timely incident recognition, logging, assignment, and resolution with proper documentation are essential skills for this role.

You will coordinate incident progression and monitor incidents and potential areas through symptoms, trends, or deviations from standards.

Critical and unresolved incidents will be escalated to appropriate levels of management.

You will ensure accurate capture and documentation of incident data in our reporting tool.

Post-incident activity is crucial to maintaining high service quality and improving service levels.

Effective communication and stress management during incidents are vital.

You will participate in standard post-mortem (root cause analysis) processes to prevent repeat incidents with known root causes.

Management reporting, accurate incident reporting, and assignment using tools are key responsibilities.

Collaboration with other Technology & Operations/Shared Infrastructure Services functions is necessary to maintain an acceptable audit rating.

KPI metrics and reporting: capturing incident timelines, incident impact, and resolution duration, and associated KPIs.

Audit reporting: data analysis, PowerPoint presentation, regulatory reporting.

Familiarity with Macro, Excel, PowerPoint, and ticketing tools, as well as data analysis, is required.