Incident Manager

1 week ago

Singapore SMART IMS TECHNOLOGIES PTE. LTD. Full time

**Job Summary**:
**Key Responsibilities**:

- Lead end-to-end incident triage and service restoration, working closely with technical and business teams across regions.
- Provide timely, clear communications to senior stakeholders throughout the incident lifecycle.
- Ensure incidents and problems are managed in line with ITIL best practices, SLAs, and operational standards.
- Drive root cause analysis, document known errors, and ensure follow-up actions are completed.
- Collaborate with global support teams to continuously improve incident response and problem management processes.
- Publish management reports, metrics, and post-incident reviews.
- Track risks and issues in accordance with internal governance standards.
- Lead shift operations, ensuring smooth handovers across global teams.
- Work on rotational shift 5 days work week which includes Saturday, Sunday and PH
- Work hours 7:30am - 4:30pm

**Requirements**:

- Bachelor’s degree in IT, Computer Science, or a related discipline.
- Minimum 8 years of experience in Incident Management within IT production support.
- Strong background in banking and payment systems across APAC/EMEA/global regions.
- ITIL v3 Foundation Certification required.
- Excellent verbal and written communication skills across all levels of stakeholders.
- Proactive, adaptable, and able to work under pressure in a dynamic environment.
- Team player with a hands-on approach and strong coordination skills.

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