Crisis Resolution Specialist

2 days ago

Singapore beBeeCrisis Full time

Job Title: Crisis Resolution Specialist

The Crisis Resolution Specialist has the primary responsibility of ensuring consistent delivery of quality Major Incident Management services.

These incidents are complex and high priority by nature, with resources based in multiple locations across the globe involving different countries, cultures, people and technologies.

The primary goal of the Crisis Resolution Specialist is to restore normal services operation as quickly as possible to minimize adverse impact on business operations to clients (both internal and external).

The core role responsibility is to manage major Incidents for any delivery organization within scope with quality, control, command and confidence.

This role must be able to manage multiple streams of activities during and post major incidents with ease.

  • Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
  • Manages bridge participants to ensure alignment with the processes.
  • Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
  • Escalates, where required, to ensure outcomes are achieved.
  • Works in a 24/7 environment.
  • Communicates to appropriate stakeholders in a timely fashion.
  • Manages post major Incident activities, thereby ensuring that root cause is investigate.
  • Reviews the performance of the people and process to ensure that it is optimal.
  • Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
  • Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
  • Perform incident trend analysis to identify and eliminate recurring issues.
  • Manage root cause analysis (RCA) for significant and recurring issues.
  • Identify and implement long-term solutions to eliminate known errors.
  • Maintain and govern the Known Error Database (KEDB).
  • Proactively prevent incident recurrence through analytics and continuous service improvement.

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