Incident Manager

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH144510_1729043854
Salary S$7000 - S$8000 per month
Consultant Name Rajasekar Shirley Monisha
Consultant Email [email protected]
Consultant Contact No. 6232 5244
EA License No. 02C3423
Consultant Registration No. R22106767


Incident Management:

  • Quickly drive incidents to resolution.
  • Coordinate efforts across L2 and L3 support teams for timely incident resolution.
  • Escalate cases involving process failures that delay resolution or result in SLA breaches.
  • Attend regular incident review meetings to ensure open incidents are addressed promptly.
  • Generate periodic service reports for stakeholders.
  • Analyze incident trends to identify opportunities for improvement.
  • Ensure incidents are documented accurately according to the Incident Management process.
  • Monitor and report on Incident Management KPIs.
  • Conduct reviews of major incidents to capture insights and finalize improvement actions.


Problem Management:

  • Lead root cause analysis sessions to identify fundamental issues and preventive measures.
  • Track follow-up actions to ensure timely resolution of problem tickets.
  • Analyze and log problem tickets for future reference.
  • Serve as the gatekeeper for all known errors.
  • Monitor and report on Problem Management KPIs.


Qualifications:

  • Minimum 5 years of experience in incident and problem management within a large organization.
  • Excellent communication skills, capable of conveying complex information clearly.
  • Interpersonal abilities to manage customer relationships effectively.
  • Analytical mindset with the ability to navigate complex technical and process-related issues.
  • Self-driven and capable of working independently.
  • Experience in a regulated industry.
  • ITIL 4 certification.
  • Experience with ServiceNow is advantageous.