We are seeking an experienced and results-driven Incident Manager to oversee and lead incident management processes. To ensure timely resolution of incidents, coordinate effectively across teams, and implement best practices to minimize disruptions to business operations. This role requires strong expertise in incident management, clear communication skills.

[Incident Management - 40% of job scope]

Oversee the end-to-end incident lifecycle, from identification and logging to resolution and closure with technical teams, vendors, and stakeholders
Drive Root Cause Analysis (RCA) for critical incidents and ensure appropriate follow-ups
Develop and maintain incident management dashboards, metrics, and reports for senior leadership
Facilitate discussions within the recovery team, promoting engagement and maintaining discipline
Ability to translate technical incidents into business terms

[Process Improvement and SLA - 20% of job scope]

Continuously refine and enhance incident management processes to ensure efficiency and effectiveness
Identify trends and recurring issues, recommending proactive measures to prevent future incidents
Lead or contribute to training sessions and knowledge-sharing initiatives on incident management practices
Monitor and ensure adherence to Service Level Agreements (SLAs) for incident resolution
Proactively escalate and address SLA breaches with appropriate corrective actions

[Communication - 20% of job scope]

Ensure timely and clear communication of incident updates to stakeholders, including senior management and end users
Draft and distribute incident notifications, status updates, and post-incident reports
Bridge communication between technical teams and non-technical stakeholders to provide clarity and context

[Stakeholder and User Engagement - 20% of job scope]

Collaborate closely with business users to understand their needs and minimize incident impact on operations
Support international stakeholders, ensuring language and cultural alignment
Act as the liaison between Singapore, Japan-based teams, and global and regional IT units during incident management

[Job Requirements]
Education:

Tertiary degree in technology from a recognized educational institution
Strong understanding of ITIL processes ITIL certification is highly preferred

Experience:

6 to 8 years of experience in IT incident management or related roles, with at least 2 years in a leadership capacity
Proven experience managing critical incidents and working with international teams
Experience in IT Service Management, IT Operations, IT infrastructure or Production Support

Skills:

Good understanding of Service Desk Operations, Escalation Management, Stakeholder Management experience including different (e.g. ServiceNow, JIRA and Salesforce) ticketing tools knowledge
Strong decision-making, problem-solving abilities under pressure, prioritize and multitask effectively
Excellent interpersonal skills to foster collaboration across teams and regions

AVP - IT Incident Manager