Incident & Escalation Manager (Security/Cloud)

4 days ago


Singapore ANTAS PTE. LTD. Full time $120,000 - $360,000 per year

Responsibilities:

  • Direct the resolution of high-severity incidents by managing crisis calls, aligning cross-functional teams, and ensuring timely, transparent updates to senior stakeholders.
  • Serve as the primary escalation point for executive stakeholders, driving confidence and trust through effective communication and swift resolution.
  • Ensure service delivery excellence by monitoring SLAs, coordinating with vendors, and maintaining strong operational governance.
  • Embed ITIL best practices across Incident, Problem, and Change Management to drive consistency and reliability in operations.
  • Lead post-incident reviews to identify systemic issues, implement corrective actions, and drive continuous service improvement.
  • Oversee infrastructure transformation initiatives, including network, voice, and cloud, to align technology capabilities with evolving business needs.
  • Optimize incident detection and recovery by leveraging automation, monitoring, and observability solutions to improve visibility and reduce downtime.
  • Mentor and lead global support teams in a follow-the-sun model, ensuring seamless operational coverage, collaboration, and professional development.
  • Partner with compliance and security teams to ensure services adhere to governance, audit, and regulatory requirements.

Requirements:

  • 15+ years of IT service management with focus on service delivery, major incident management, and escalation handling.
  • Proven expertise in network and infrastructure operations, including on-premises and cloud environments.
  • Strong knowledge of incident, problem, and change management frameworks.
  • Excellent leadership skills with experience managing global, cross-cultural teams.
  • Hands-on experience in driving service improvements and transformation projects.
  • Strong analytical, decision-making, and communication skills with the ability to perform under pressure.
  • Familiarity with automation, monitoring, and observability platforms.


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