As an Incident Manager, you will lead the resolution of critical technology incidents impacting business operations and customer experiences. This role requires swift response and coordination, ensuring effective resolutions and root cause analysis (RCA) with corrective and preventive actions.
Key Responsibilities:
- Major Incident Management: Lead resolution efforts for major incidents, collaborating with cross-functional teams (L2/L3).
- Escalation Handling: Proactively escalate issues that may delay resolution or breach SLAs.
- Incident Closure & Reporting: Review and close incidents, ensuring all documentation and reporting is completed accurately.
- Performance & Trend Analysis: Analyze incident trends and manage KPIs to enhance incident response efficiency.
- Post-Incident Reviews: Conduct RCA meetings and post-incident reviews to identify improvement opportunities.
- Problem Ticket Management: Track, manage, and resolve problem tickets and preventive actions.
Requirements:
- Bachelor’s degree in IT or a related field.
- Minimum of 5 years of experience in incident or problem management.
- Strong knowledge of ITIL processes and SLA management.
- Familiarity with cloud technology components and AWS Technology.
- Excellent communication and problem-solving abilities.
- ITIL 4 Certification preferred.
Interested candidates, please submit your updated resume in MS format by using the Apply Now button or email your resume to [email protected].
We regret that only short-listed candidates will be contacted shortly.
Careerally Pte Ltd | EA Licence: 24C2215
Frieda Chan | EA Registration No: R2199193
