Incident Management Specialist (Mid-Level)

Incident Management Specialist (Mid-Level)

  • Possess a degree in Computer Science/Information Technology or related fields.
  • 3 to 8 years of experience in IT service management, specializing in Incident Management.
  • Hands-on experience with knowledge in ITSM tools and platforms;

e.g. BMC Remedy, MyIT, SmartIT etc.

  • Extensive knowledge and experience in IT Service Management framework, development of Incident Management reports and processes.
  • Experience in managing, monitoring and improving Incident Management processes.
  • Develop Incident Management plan, perform incident impacts assessment and identify key stakeholders.
  • Provide technical direction and coordination to the resolver teams involved during incidents and disaster recovery.
  • Provide inputs to the problem management process and Root Cause Analysis (RCA) preparation.
  • Extensive experience in managing conflict situations, decision making and escalation of major incidents/disaster.
  • Manage Escalation Matrix which include technical teams and management levels for incidents/disaster escalation reference.
  • Prepare and deliver regular reports; e.g. SLA measurement and performance, incidents trend analysis etc.
  • Experience in system development, infrastructure or other IT related areas.
  • Ensure compliance with IT security standards, policies and procedures.
  • Deep understanding of ITIL processes, with experience in an ITIL based environment.
  • Excellent written and communication skills.
  • Preferably with ITIL certifications.
Job Category: Technology
Job Type: Full Time
Job Location: Singapore
Salary Range: $7000 - $8000

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