Major Incident - Singapore - Spring Professional (Singapore) Pte. Ltd.

Spring Professional (Singapore) Pte. Ltd.

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Major Incident & Problem Manager

About the Role:

Permanent / Full time position
Senior Manager Level
Stability and opportunity to work in a renowned organization

As Major Incident & Problem Manager, you'll play a critical role and be responsible for managing technology incidents that impact the group businesses.

Your expertise will ensure smooth operations, mínimal disruptions, and enhanced customer satisfaction.

Responsibilities:

Take full ownership of major incidents, focusing on minimizing service restoration time.
Collaborate with business and technology teams to adhere to incident and problem management processes, improving incident recognition, tracking, and resolution.
Demonstrate strong command and control during incidents, ensuring clear accountability and accurate evaluation of complex scenarios.
Contribute to incident resolution calls, facilitating determination, recovery, and resolution.
Recognize, log, assign, and resolve incidents in a timely manner, with thorough documentation.
Monitor incident progression, identifying potential areas of concern and escalating critical issues when necessary.
Accurately capture and document incident data using the reporting tool.
Engage in postincident activities to enhance service quality, identify problem trends, and take preventive actions.
Exhibit excellent communication and stress management skills during incidents.
Drive problem management initiatives, utilizing various problemsolving methods and taking complete ownership of problem tickets.
Participate in postmortem processes, analyzing root causes to prevent future incidents.
Provide management reports on incidents, leveraging automated tools and procedures.
Collaborate with Technology & Operations/Shared Infrastructure Services to maintain compliance with policies and standards.
Monitor and report key performance indicators (KPIs) related to incident management.

Requirements:

Hold a bachelor's degree in Business, Computer Science, or a related discipline.
Possess essential ITIL certification.
Have experience managing complex IT initiatives or operational line management in a matrix environment.
Demonstrate excellent written and verbal communication skills in English, with the ability to engage with all levels of management.

Posted By
Abel Quek

Senior Commercial Manager - Information Technology

EA License No: 09C5803

Registration No:
R1768942

JN