Responsibilities:
- Major Incident Management: Lead the response to major incidents, coordinating teams to ensure timely resolution and clear communication with stakeholders.
- Act as the central point of contact during incidents, providing regular updates, setting action plans, and tracking progress to resolution.
- Drive post-incident reviews, documenting outcomes, lessons learned, and corrective actions.
- Problem Management: Conduct root cause analysis on recurring issues, working with technical teams to implement permanent solutions and minimize service disruptions.
- Track and manage problem resolution timelines, ensuring thorough follow-through and effective closure of identified problems.
- Process Improvement: Identify opportunities to enhance incident and problem management processes, leveraging best practices to improve efficiency and reduce response times.
- Stakeholder Communication: Prepare regular reports and performance metrics on incident and problem management activities for senior leadership and relevant stakeholders.
Requirements:
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Min 5 years of experience in major incident roles within a complex IT environment.
- Strong understanding of ITIL frameworks and IT service management best practices.
- Excellent problem-solving and decision-making skills.
- Experience with ITSM tools such as ServiceNow, Jira, or equivalent.
- ITIL v3/v4 certification preferred
- Excellent problem-solving, analytical, and communication skills.
Interested candidate please send your detailed resume to [Confidential Information]
Careerally Pte Ltd | EA Licence: 24C2215
EA Personnel Name: Hon Csia Fui (Han Jiahui)
EA Personnel No: R1875919
