Incident Manager

1 week ago

Singapore NTT SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Incident Manager (12 Months Contract) – Banking Domain

Employer: NTT DATA Singapore

Location: Alexandra Building

Contract Duration: 12 months (renewable)

About the Role

We are seeking an experienced Incident Manager (L3, 6–9 years) to join our client engagement in the banking sector. The role is critical in driving incident and problem management processes, ensuring timely resolution of major incidents, and maintaining high service availability across banking applications and infrastructure.

This position requires strong command-and-control skills during high-severity incidents, excellent communication with stakeholders, and a proactive approach to improving service resilience.

Key Responsibilities

  • End-to-end ownership of major incidents, ensuring minimal downtime and timely restoration of services.
  • Drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards.
  • Establish strong command and control during incident calls, ensuring clear accountability and communication.
  • Facilitate incident resolution across business, application, and infrastructure teams.
  • Perform post-incident analysis (root cause analysis), problem ticket ownership, and drive preventive actions.
  • Develop and track KPIs (incident timelines, impact, resolution duration) to improve incident management practices.
  • Provide accurate and timely incident and audit reporting, including regulatory submissions.
  • Collaborate with technology and operations teams to ensure audit compliance and service improvement.
  • Produce incident trend reports, dashboards, and management presentations.
  • Work with tools such as Remedy/Helix, Excel (Macros), PowerPoint, and ticketing systems for data analysis and reporting.

Requirements

  • Bachelor's degree in Computer Science, Business, or related field.
  • ITIL certification is mandatory.
  • 5–10 years of experience in IT operations or incident management in a matrix environment.
  • Strong knowledge of application support, EOD batch processing, and infrastructure services (storage, network, Unix/Linux, middleware, web applications).
  • Good understanding of banking technology operations, with exposure to payments flow preferred.
  • Proven ability to communicate with senior stakeholders during high-pressure incidents.
  • Experience with problem-solving frameworks (e.g., 5 Whys, Fishbone).
  • Strong skills in incident reporting, KPI measurement, and regulatory/audit reporting.

Interested candidates are kindly requested to email their CV with their experience to:

We look forward to your application

Tell employers what skills you have
IT Service Management
Helix (database)
Web Services
Root Cause Analysis
ITIL service management
Audit Compliance
Batch Processing
IT Operations
Ticketing Systems
Logging
Remedy
Problem Management
Middleware
Application Support
Banking
Incident Handling
ITIL
Incident Management
Infrastructure Support

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