IT Incident Management Specialist - Singapore - NTT SINGAPORE PTE. LTD.

NTT SINGAPORE PTE. LTD.

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Responsibilities

Assess and triage incidents and threats
Point of contact for all major incident incidents to manage and track incidents from opening to closure
Respond to a reported incident, identify the cause and initiate the incident management process
Oversee incident management process, team members and stakeholders involved in resolving the incident
Provide guidance on Incident Management process to 24x7 Operations Team
Perform SOP and ensure the Incident Management process is being followed at a high level of quality and meet its associated Service Level Agreements or Operational Level Agreements
Ensure timely notification and escalation to management and stakeholders as well as ensure that the right level of attention is being accorded
Escalate issues in a timely and appropriate manner
Investigate incidents and draft reports
Drive the Post-Mortem Incident Review following the P1 major Incidents
Proactively identify issues through incident and problem trending analysis and assist in workaround resolution when required
Improve Mean Time To Detect (MTTD)/Mean Time To Repair (MTTR) of incident life cycles through active process monitoring & automation
Assist in preventing reoccurrence of alerts and incidents
Enhance operational productivity through process automation
Establish and maintain a strong working relationship with the Line of Business to align the tender specification requirement and meet the defined incident SLA
Conduct Incident Management awareness programme to Teams

Requirements:

At least a Diploma
5 years in IT field with at least 4 years in incident management
Knowledge in IT Service Management and ITIL
Knowledge of incident management through achivement of industry certification
Good communication skills both spoken and written
Proficient in working with MS Office Tools such as MS Power Point, MS Words and MS Excel and prepare presentation decks for Management Team

Preferred Requirements