Incident Investigation Manager

7 days ago

Central Singapore PERSOLKELLY Full time

Monitor and to manage the technology Incidents impacting the client group businesses across all subsidiaries and 19 countries and territories in Asia Pacific, Europe and North America. The Major Incident Manager also works directly with Application and Infrastructure support staffs, Operations, Business and vendors to ensure agreed service levels are met.

Duration: 12 months contract

Working hours: Monday - Friday (8.30AM to 6.00PM / 9.00AM to 6.30PM)

Working locations: Central.

Salary up to $10500

**Responsibilities**:

- Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition,
- 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
- Incident progression co-ordination and monitoring of Incidents and potential areas
- Escalation of critical and unresolved Incidents to appropriate levels of management
- Ensure incident data is accurately captured and documented in the incident reporting tool.
- Participate in the Root cause analysis process.
- Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
- Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs

**Requirement**:

- Bachelor’s degree in business, Computer Science, or related discipline required.
- ITIL certification is a must.
- 8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
- Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network,
- Unix/Linux etc.), Web/Application/Middleware services, Good to know Payment’s flow.

***:
**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394**
**R1989324 (Tandon Kopal)

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