Incident Manager

Responsibilities:

• Provide technical direction and coordination to the resolver groups involved during an incident and disaster recovery.
• Provide appropriate inputs to the problem management process, RCA preparation.
• Develop an understanding of the client’s organizational structure and infrastructure environment.
• Drive group chats and bridge calls effectively to resolve incidents.
• Handle conflict situations and make quick decision while driving incidents.
• Manage and drive third parties to the quick resolution of incidents.
• Manage the use of Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
• Manage the incident a make informed decision to escalate as Disaster and managed the disaster accordingly.
• Classify and resolve incident within the specified SLA.
• Track incident until closure.
• Conduct monthly briefing to the customer on incident and problem management.
• Provide regular report based on SLA measurement and performance of incident and problem management.

Period:

• 1 Year contract

Location:

• Ang Mo Kio

Working Hours:

• Mon – Fri
  • Office Hours

Salary:

• Up to $7,000

Requirements:

• Degree in Computer Science, Computer Engineering or equivalent.
• Minimum 5 to 8 years IT experience
• Minimum 3 to 5 years of experience in Service Operations including hands-on experience in managing IT incidents and problems.
• Good analytical skills with ability to work with others to resolve problems.
• Good organization skills, with ability to properly document and track information.
• ITIL certification will be an advantage.

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

joanna@successhrc.com.sg (Reg No: R1077386)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

1 Sophia Road, Peace Centre,

#06-23/29 Singapore 228149

T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg