Incident Manager

7 hours ago

Singapore MATRIX PROCESS AUTOMATION PTE. LTD. Full time

The Incident Manager is assigned to lead and improve resolution of Major Incidents (with Priority of P1 and P2).
- A key component of this role is to ensure consistency and control over the management of Major Incidents.
- During Major Incidents, the Incident Manager is seen as the owner of the Major Incident, with overall responsibility for enforcing proper execution of the process, coordinating and overseeing individual incident owners and support teams involved in troubleshooting and ensuring meaningful communication is sent on-time to the relevant stakeholders.
- When no such Incident ongoing, the Incident Manager focuses on post Incidents activities and process improvement
- Incident Manager is also responsible for creation of periodic and on-demand incident reports for the senior management.
- Coordinate the write up of the Incident Report, collecting inputs from all parties and ensuring high quality of the final document
- Organize Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
- Ensure consistency of the incident documentation / references across all systems
- Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends
- Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
- Provide Consolidated Reports (Based on KPIs) for various committees.
- Overall IT experience: 8 Years +
- Crisis Management
- Having knowledge about monitoring tools and scheduling jobs would be plus
- Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)
- Willing to work in a shift (between 8:30 am - 1 am SGT) and on-call (rotation) during weekends

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