Incident Manager (IT Incident, Change, and Problem Management/ Central/ Attractive Bonus)
• Location: Central Area
• 5 Days work week
• Permanent Role
• Salary: up to $10,000 (commensurates with experience) + Attractive Bonus & Benefits
Responsibility:
- Lead the response to major incidents by coordinating across IT teams and ensuring timely resolution. Act as the central point of contact during high-impact incidents.
- Oversee the incident lifecycle, from identification and logging to resolution and closure, ensuring adherence to defined processes and standards.
- Analyze incident trends to identify recurring issues.
- Conduct post-incident reviews to analyze the effectiveness of the response, document lessons learned, and identify areas for improvement
- Escalate cases where process breakdowns cause delays or result in breaches of Service Level Agreements (SLAs).
- Lead or support root cause analysis (RCA) efforts to determine the underlying causes of incidents and problems. Ensure that appropriate corrective actions are taken.
- Track and ensure the timely resolution of problem tickets.
- Analyze and register problem tickets to identify and address issues.
- Monitor and report on all Key Performance Indicators (KPIs) related to Incident and Problem Management.
Requirement:
- Min 5 years of experience in IT Incident, Change, and Problem Management or a similar role.
- Degree in computer science/ Computer Engineering or related certifications.
- Strong understanding of ITIL processes and best practices for incident and problem management.
- Relevant certifications (e.g., ITIL v3/v4 certification, ITIL Expert, or equivalent) are highly preferred.
- Excellent communication, and problem-solving abilities.
- Experience with ITSM tools and technologies, such as ServiceNow and JIRA.
How to apply
Interested candidates who wish to apply for the post, you may click the Apply Now Button or send in your updated resume (in MS Word format) to [email protected]
We regret to inform that only shortlisted candidates will be notified.
Careerally Pte Ltd | EA Licence: 24C2215
Ooi Chuan Yi (Jacky)| EA Registration No: R24122948
