Major Incident Manager

2 weeks ago


Singapore NEWBRIDGE ALLIANCE PTE. LTD. Full time $100,000 - $120,000 per year

Join our banking client as an Incident Management Specialist, where you'll play a critical role in ensuring the timely resolution of complex technology incidents impacting group businesses.

Key Responsibilities
  • Manage technology incidents with strong command and control, ensuring clear accountability and swift resolution.
  • Collaborate with Service Operations and Service Recovery teams in the command center to enhance incident management processes, including recognition, logging, assignment, tracking, and escalation.
  • Oversee end-to-end Major Incident management to minimize service downtime.
  • Participate in incident resolution calls to drive determination, recovery, and resolution efforts.
  • Ensure incidents are recognized, logged, assigned, and resolved promptly, with thorough documentation.
  • Monitor incident progression, identify potential issues, and escalate critical incidents to management.
  • Accurately capture and document incident data in reporting tools.
  • Engage in post-incident activities to maintain high service quality and identify areas for improvement.
  • Demonstrate effective communication and stress management skills during incidents.
Problem Management
  • Apply problem-solving methodologies, such as five whys and fishbone analysis, to identify root causes.
  • Manage problem tickets from initiation to closure, implementing preventive actions.
  • Participate in post-mortem analyses to prevent recurring incidents.
Reporting and Compliance
  • Utilize customized tools for accurate incident reporting and assignment.
  • Track incident timelines, impact, resolution duration, and associated KPIs.
  • Adhere to Group Technology & Operations policies and standards.
  • Collaborate with other functions to ensure a favorable audit rating.
Requirements
  • Bachelor's degree in Business, Computer Science, or a related field.
  • ITIL certification.
  • 8-10 years of experience in managing complex IT initiatives or operational line management.
  • Strong written and oral English communication skills.
  • Experience in application support, EOD batch processing, infrastructure, web/application/middleware services, and payments flow.
Additional Requirements
  • Ability to work in a 24x7 shift rotation environment.
  • Proven capacity to manage multiple priorities in a fast-paced setting.


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