Manager, Major Incident Management

7 days ago

Singapore Singtel Full time

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

**Responsibilities**
- Command Centre (incident managers, incident coordinators) working with Shift operation manager in coordination of end-to-end incident management, ensuring that the major incident process and procedures are followed achieving high levels of customer satisfaction through timely and efficient resolution of incidents.
- Drive the overall efficiency and effectiveness of the Major Incident Management process and lead drive the Incident Management War-room operations, providing timely incident reports progress updates at hourly intervals.
- Proactively manage major incidents or potential major incidents ensuring satisfactory restoration of service with mínimal business impact and resolution of incident in an efficient and timely manner initiating escalation procedures as appropriate.
- Works and assist Incident Management chair in all major incident conference calls or war rooms
- Responsible for timely status update communications to stakeholders in accordance with process and procedures
- Manage the major incident response and resolution TTRs and KPIs
- Overall responsibility for Command Centre day to day operations.
- Lead the Command Centre operations in terms of 24x7 end-to-end monitoring, major incident management, rapid response to major incidents and driving of root cause analysis for both reactive and proactive problem management.
- Possess technical knowledge of Telco networks (SD-X, Transport, MPLS, IP, 5G, etc) and IT services
- Ensure that operations are sufficiently and adequately staffed with rightly skilled resources to support production operations.
- Work with the Service Owners, Process Owners/Managers, Operations, Technical and Application delivery teams to ensure service operations are managed within SLAs and expectations.
- Good in process implementation and documentation.

**Requirement**
- Minimum 5 years’ relevant experience in IT & Telco operations management
- Degree in Information/Communications/Electronics Engineering.
- Extensive knowledge and experience in major incident management, problem management and event management
- ITIL V3 foundation certificate with experience in an ITIL based environment and a deep understanding of ITIL v3 processes
- Ability to lead, influence and coordinate resources to achieve results
- Proven analytical and problem-solving skills
- Autonomous and self-motivated
- Excellent relationship building and management skills
- Excellent communication (verbal and written) skills
- Strong influencing and persuasive ability
- Effective presentation skills
- Demonstrates initiative and a commitment to continuous improvement
- Ability to perform under pressure
- Flexibility in approach to problem solving

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