Incident Manager

We are looking for a proactive and experienced Incident Manager to lead and coordinate the resolution of critical technology incidents affecting the bank's business operations. This role requires end-to-end ownership of major incidents, with a strong focus on minimizing service disruption and ensuring high-quality incident documentation, reporting, and post-incident reviews.

The ideal candidate will have 10 years of experience in IT operations or application support within a complex, matrixed environment, preferably in the financial services sector. You should possess a solid foundation in ITIL processes, strong knowledge of infrastructure and application environments, and a proven ability to manage stressful situations with composure and clarity. Responsibilities include facilitating root cause analyses, overseeing problem management, ensuring compliance with internal standards, and producing management-level incident reports and KPI dashboards. Expertise in Excel, PowerPoint, macro scripting, and ticketing tools is essential. An ITIL certification is required.

• Manages technology incidents impacting UOB group businesses
• Work with relevant business & technology group/units 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 UOB standards on Incident and Problem Management functions
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting
• Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
• Good knowledge on Macro, Excel, PowerPoint, Ticketing tools, Data analysis.
• Ensure compliance to Group Technology & Operations Policies and Standards

• Bachelor's degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must
• Experience: 10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
• Excellent English communication skills (written and oral), with experience interacting with all levels of management
• Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.
• Experience in Remedy, helix

• Salary: Salary budget up to 11000 SGD
• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting and Banking

RiDiK is a global technology solutions provider and a subsidiary of CLPS Incorporation (NASDAQ: CLPS), delivering cutting-edge end-to-end services across banking, wealth management, and e-commerce. With deep expertise in AI, cloud, big data, and blockchain, we support clients across Asia, North America, and the Middle East in driving digital transformation and achieving sustainable growth. Operating from regional hubs in 10 countries and backed by a global delivery network, we combine local insight with technical excellence to deliver real, measurable impact. Join RiDiK and be part of an innovative, fast-growing team shaping the future of technology across industries.