Senior Engineer, Incident Management

1 week ago

Hougang, Singapore WS Audiology APAC Full time

Driven by the passion to improve quality of people’s lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation to reach more people, more effectively.

You will join our Quality department and become part of our incident management team, where you'll play a crucial role in promptly addressing major incidents, analyzing data to assess impact, and leading cross-team discussions to implement effective solutions.

**What you will do**:

- Manage incidents promptly upon detection of major or trending complaints. Analyze statistics and gather relevant information from stakeholders to assess the impact and criticality of incidents on time.
- Facilitate cross-team discussions to devise containment actions and short-term solutions aimed at minimizing the impact of incidents and mitigating damage to the company.
- Maintain an end-to-end view of issues and coordinate with various stakeholders at different stages of incident resolution.
- Schedule and lead root cause analysis efforts, ensuring timely follow-up on action points and timelines.
- Drive incident resolution efforts to achieve complete closure.
- Maintain detailed records of all incident-related activities, including investigation reports and communication records.
- Generate incident reports for stakeholders, providing summaries of incidents, responses, and resolution details.
- Identify incidents that necessitate the creation of new knowledge articles and collaborate with the knowledge management team on article preparation.
- Conduct regular reviews of incident management processes and procedures to identify areas for improvement.

**What you bring**:

- Experience_
- _ 5 years of experience in Quality/Engineering related functions._
- _Experience working in a cross-regional environment is required, with proven capability in coordinating teams from various positions, functions, and locations._
- _Ability to read schematics and circuit diagrams would be advantageous._
- Personal competencies_
- Critical thinker, demonstrating analytical and problem-solving skills.
- Good interpersonal skills and the ability to build productive working relationships while influencing key stakeholders.

**Who we are**:
At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.
- WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self._

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