Incident Manager - Central Singapore - Activate Interactive Pte Ltd

Activate Interactive Pte Ltd

Verified Company

Central Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

We believe in positively impacting the lives of people around us and the environment we live in through the use of technology.

Hence, we are committed to providing a conducive environment for all employees to realise their full potential, who in turn have the opportunity to continuously drive innovation.

We are searching for our next team members to join our growing team.

If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people's lives, then we would love to hear from you.

Health & Co-Development Business Unit is looking for
Incident Manager

Internal Code: HC045_

What will you do?

Single point of contact for all incidents and responsible for the entire lifecycle of an incident related to SHIP-HATS product.
Invoke and execute the Incident Management Process for all Incidents or the IT Security Incident Management Process for any IT Security related Incidents.
Ensure that every Incident is promptly and correctly classified, categorised, prioritised, and assigned to the appropriate support team for investigation and resolution.
Ensure that all details of the investigation and resolution are recorded, correctly and comprehensively in the Incident record.
Responsible for ensuring incident is responded and resolved with the SLA. Responsible for notifying all relevant parties of the occurrence of every Incident through the appropriate communication channels within agreed stipulated timeframe.
Provide updates according to the stipulated timeframe or as and when instructed by the product team on the progress of Incidents and communicate details of the incident to all relevant Users, Product Owner and stakeholders.
Ensure the timely submission of the Incident Report.
Ensure the closure of all resolved incidents.
Validate the accuracy of the correlation of incidents, consolidated by the infra team or related ops vendor team(s).
Perform monthly analysis of Incidents and provide analytical reports.
Develop, maintain, manage and review the entire Incident Management Process, and ensure its efficiency and effectiveness.
Invoke the Problem Management Process as required.
Monitor and track the status of all ongoing or outstanding Incidents against the SLA.
Support implement ITIL service management and operation measurements to enhance service delivered.
Building standard templates and knowledgebase to enable staff to respond to enquiries efficiently and effectively.
Collating feedback and statistics across different channels to advise product design/engineering on improvements and new features for roadmap planning.
Conduct regular reviews on resolution rate of incidents, SR fulfilment turnaround and look for continuous service improvements.
Perform other miscellaneous duties as directed by management.

Requirements:

What are we looking for?

Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology, or related disciplines
Minimum 35 years working experience as Incident management / IT service management or similar role.
Selfdriven and able to work in a team and independently to deliver results.
Have good understanding and aptitude in Service Management.
Experience in vendors and stakeholder engagement.
Excellent organisational and time management skills.
Organised and able to keep up to speed with a steady flow of new information.
Proactive in communicating problems and needs.
Empathetic, analytical and have outstanding communication/interpersonal skills.
Prior experience with Atlassian products, Jira, Scrum and Kanban will be an added advantage.

Benefits

What do we offer in return?

Fun working environment
Employee Wellness Program

Activate Interactive Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities.

Activate Interactive Pte Ltd does not discriminate in employment opportunities or practices on the basis of race, colour, religion, gender, sexuality, national origin, age, disability, marital status or any other characteristics protected by law.

Protecting your privacy and the security of your data are longstanding top priorities for Activate Interactive Pte Ltd.

Your personal data will be processed for the purposes of managing Activate Interactive Pte Ltd's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes.