Incident Manager

2 weeks ago

Singapore THE EDGE PARTNERSHIP HOLDINGS PTE. LTD. Full time

**Incident Manager - 2 Years Contract (Renewable & Convertible) - Singapore**

We are seeking an experienced Incident Manager to join our team on a 2-year contract, with the potential for renewal or conversion to a permanent role. In this position, you will play a critical role in managing incidents, ensuring swift resolution, and improving incident management processes within the organization.

**Day-to-Day Responsibilities**:

- Drive quick resolution of incidents and coordinate with L2/L3 support teams.
- Escalate cases to prevent SLA breaches and delays.
- Participate in regular incident review meetings and generate periodic service reports for stakeholders.
- Analyse incident trends and monitor Incident Management KPIs.
- Conduct post-incident reviews to capture insights and improve processes.
- Lead root cause analysis (RCA) sessions and track problem ticket resolutions.
- Manage known errors to prevent incident recurrence.
- Monitor and report on problem management KPIs.
- 5+ years of experience in incident management and problem management.
- Strong communication and relationship management skills.
- Analytical and self-driven, with the ability to work independently.
- ITIL 4 certification preferred; experience with ServiceNow is a plus.

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