Incident Manager

1 week ago

Kallang, Singapore Jobline Resources Pte Ltd Full time

**Responsibilities**:

- Manages technology incidents impacting group businesses.
- Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in full compliance with standards on Incident and Problem Management functions
- End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
- Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
- Participation in all incident resolution calls to facilitate incident determination, recovery, and resolution
- Timely incident recognition, logging, assignment, and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
- Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends, or deviations from standards
- Escalation of critical and unresolved Incidents to appropriate levels of management
- Ensure incident data is accurately captured and documented in ServiceNow.
- Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
- Ability to communicate well and manage highly stressful situations during the Incident.
- Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
- Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
- Management reporting
- Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
- Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
- KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
- Ensure compliance to Group Technology & Operations Policies and Standards
- This role may require Weekend On-call support.

**Requirements**:

- Bachelor’s degree in Computer Science, Information Technology or related discipline required.
- ITIL certification is a must, not below Intermediate Level.
- Experience: 5-7 years managing complex IT initiatives in a matrix environment.
- Excellent communication skills (written and oral) with experience interacting with all levels of management
- Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services,
- Good to know Banking/Insurance/Trade floor domain.
- Hands on Experience in using ServiceNow tool. Able to create basic reports and dashboards is a plus.

  • Senior Information Security Incident Response Lead

    2 days ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. We are seeking an experienced...

  • Cybersecurity Manager

    2 hours ago

    Kallang, Singapore SmartHire by SEEK Full time $60,000 - $80,000 per year

    Our client is seeking an CyberSecurity Manager to join their teamAbout Our ClientOur client is offering cutting-edge technology solutions to help organizations transform their operations and enhance innovation. With a wide range of services including system integration, application development, IT outsourcing, and digital solutions, they are at the forefront...

  • SOC Manager

    1 week ago

    Kallang, Singapore Jobline Resources Pte Ltd Full time

    **Responsibilities**: - Manage the multi-Tier SOC of Singapore 24x7 within shift environment. - Build and develop the SOC processes and hire new SOC employees. - Develop and maintain SOC related policies, procedures and processes in close cooperation with our SOC operations in other countries (such as Germany) to ensure all necessary information and...

  • Change Manager

    1 week ago

    Kallang, Singapore NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Cross Technology Managed Services Engineer

    1 week ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Itsm Analyst

    6 days ago

    Kallang, Singapore Jobline Resources Pte Ltd Full time

    **Responsibilities**: The ITSM Analyst shall work closely with the Service Delivery Manager and Operation Team to provide operational support for Incident, Problem and Change Management process by administering and coordinating resolution activities across all Service Delivery Operation Team. The role will ensure a robust solving process is deployed to...

  • Collaboration Managed Services Engineer

    1 week ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Cross Technology Managed Services Engineer

    6 days ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Ms Services Engineer

    1 week ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Command Centre Operation Engineer

    1 week ago

    Kallang, Singapore NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...