Incident Manager

Job Overview

The Systems Engineer (Incident management) responsible for overseeing and managing the lifecycle of incidents within an organization to ensure minimal disruption to business operations. They coordinate the response to incidents, facilitate communication between technical teams and stakeholders, and ensure timely resolution of issues. The role involves identifying root causes, implementing preventive measures, and continuously improving incident management processes to enhance service reliability and satisfaction.

Responsibilities

• Solid understanding of IT infrastructure, systems, and relevant tools for monitoring and troubleshooting.
• Ability to diagnose technical issues, formulate theories, and make informed decisions under pressure.
• Facilitate incident resolution calls, establish strong command & control during incidents and able to lead and collaborate effectively with diverse teams to manage complex situations.
• Coordinate with various teams to efficiently manage incidents and delegating roles and responsibilities to technical leads and subject matter experts to ensure action items are prioritized and completed.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Strong written and verbal communication skills for clear, timely updates to various audiences.
• Ensure timely and consistent communication with stakeholders, senior management and affected users regarding incident status and progress.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause and drive continuous improvement of service levels through identification of problem trends and causes which impact the delivery of production services.
• Presenting of RCA in various forums within the organisations.
• Provide leadership and mentorship to the ops and incident management team, fostering a culture of continuous improvement, collaboration, high performance, accountability, and continuous improvement.
• Mentor and coach teams on effective incident management practices
• Collaborate with operations teams to align on and execute upon on-going improvements to processes, tooling, metrics, and to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with standards on Incident and Problem Management functions.
• Maintain detailed incident / problem records, identify root causes / trends, and implement long-term solutions and preventative measures through continuous service improvement in accordance with ITIL processes.
• Able to do reporting in term of dashboard.
• Implement best practices and ITSM frameworks to enhance service quality, ensure the services are stable, and align IT services with business objectives.
• Develop and maintain incident response plans, procedures, and communication plans, ensuring they align with industry best practices.

Requirements

• Bachelor's degree or equivalent in Information Technology or related field.
• Minimum 5 years of experience in incident management roles, preferably 3+ years of experience in major incident management, site reliability engineering
• Expert-level knowledge of ITIL best practices, ITIL Foundation certification required; ITIL v4 Foundation, ITIL Intermediate or Expert is preferred.
• Good understanding of, Service Desk Operations Escalation Management, Incident management, Stakeholder Management experience including different (e.g. ServiceNow, JIRA) ticketing tools knowledge.
• Excellent managerial skills and ability to collaborate with team members to work with people at all levels of the organization, ability to multi-task and prioritize with great attention to detail.
• Demonstrates Command, Control and Confidence in situations naturally.
• Strong in analytical, decision-making, problem-solving abilities under pressure, prioritize and multitask effectively.
• Excellent communication, problem-solving skills and interpersonal skills to foster collaboration across teams

Renee Feng

License No: 11C5502

EAP No. R