Senior Engineer, Incident Management

Found in: Talent SG C2 - 6 days ago


Singapur, Singapore WSAudiology 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.
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