Incident Management Analyst

2 weeks ago

East Region, Singapore PERSOL Full time $60,000 - $120,000 per year

As Incident Management Analyst, you will be responsible for real-time monitoring and support of mission-critical data center infrastructure and network operations.

This role involves Level1 troubleshooting, incident escalation, and customer service for internal and external stakeholders. The ideal candidate will demonstrate strong technical awareness, clear communication skills.

  • Monitor and support UPS, HVAC, generators, and other critical infrastructure systems.
  • Provide Tier I support for network and data center operations in a 24/7 environment.
  • Respond to and triage incoming calls, emails, and portal tickets.
  • Detect and analyze alarms; perform basic fault isolation and escalate as needed.
  • Generate and publish incident, maintenance, and advisory notifications.
  • Escalate incidents based on severity and impact using predefined protocols.
  • Communicate clearly and professionally with global teams, ensuring updates are understood across regions.
  • Maintain detailed documentation of incidents and resolutions in near real-time.
  • Ensure SLA compliance and customer satisfaction.
  • Participate in weekly on-call rotation and shift handovers.
  • Use tools like ServiceNow for incident tracking, escalation, and reporting.
  • Its a 24*7 Rotational shift environment, covering 12 hours shift pattern with 4 days work 3 days off, 3 days work 4 days off including weekends, public holidays.
  • Shift timing is fixed from 7am to 7pm only (no night shift)

Interested candidates who wish to apply for the advertised position, please click on "Apply". We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOL Singapore PTE LTD)

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