IT Service/ Incident Manager, ITSM (Contract, up to $7000, Central)

We are hiring under Recruit Express headcount and details of this position are: Job Title: IT Service/ Incident Manager, ITSM (Contract, up to $7000, Central) Location: Central, Singapore Job Requirements: • Command and Control: The candidate should possess strong leadership capabilities during incident handling. Should be able to control the incident bridge calls and drive the discussion collaboratively towards incident resolution. • Communication: The candidate should have fair understanding of the ITIL best practices. Ability to deliver clear, concise and timely communication to all the key stakeholders during the incident handling as well as Post Incident Reports. • Decision making: Ability to work under pressure, ability to take critical decisions during highly stressful situations is a core skill requirement. • Adaptability: Should be able to adapt quickly to the changing dynamics in Incident Management space. • Certification: ITIL V4 certification is preferred. • Experience in Banking and Financial industry is preferred. Job Responsibilities: 1. Major Incident Management: • Acknowledge, triage and drive major incidents • Create incident Webex chat • Initiate incident bridge and engage key stakeholders • Timely communication with ITMC and key stakeholders from the incident discovery to resolution. • Obtain concurrence from Product Owner on incident priority for all significant incidents. • Perform RCA/Post-mortem for all major incidents. • Prepare Incident report in PPT format for all major incidents. • Submit IMR in SNOW within 15 days for P1 and within 30 days for P2 incidents respectively. 2. Problem Management: • Identify appropriate candidates that requires problem tasks. • In most cases, a P1/P2 incident or a significant incident post release incident would be a qualifying candidate. • Recurring incidents also qualifies for creating problem tasks in some cases. • The problem manager is responsible for creating problem records after alignment with the problem owner. • Timely reminders to be sent to problem owners to close the tasks by the due date. • Tasks should not be delayed or overdue. If an extension is required, it should be done with proper approval in the monthly KPI meeting. 3. Metrics: • Analyze the incident metrics, identify top talkers/reasons for increase/decrease in the ticket volume. • Prepare the monthly KPI metrics. • Align with the respective ITSOs for the metrics before presenting them in the monthly KPI review. 4. Other BAU Activities: • Track Aging incidents on a weekly basis, make sure no aging incidents are beyond 30 days. • Publish End of day incident report to ITMC daily. • Prepare weekly and monthly Heatmap. • Provide monthly significant incidents list to ITSM Head. • Track near due problems and send regular reminders to task owners. • Prepare one-slide PPT for significant incidents as requested for KPI presentation. Interested applicants please send your resume to rita@recruitexpress.com.sg and look for: Rita Shi Tianhe Outsourcing Team Recruit Express Pte Ltd EA License No: 99C4599 We regret that only shortlisted candidates will be contacted.