Our client is an IT Software Services company specialized in development outsourcing with a proven track record and continuous & strong growth for more than 20 years. They are headquartered in Singapore, with a regional office in Malaysia. They are experts in project management, system design & development for consumer banking, credit cards and loans.
As an Incident & Problem Analyst, you will be part of a Command Centre team to handle Incident and Problem Management and be responsible for:
Assessing and validating major incidents.
Managing notifications and escalations as defined in the major incident management process.
Managing and coordinating recovery actions and plans for major incidents to resolution.
Providing timely and informative updates to management, stakeholders and users until incident closure.
Ensuring the appropriate level of the technical or functional support team is actively engaged.
Chairing major incident technical bridge call and provide direction if further escalation is required.
Ensuring that accurate timelines of recovery plans and activities on major incidents are documented.
Participating in post-incident root cause analysis (RCA) as required and follow up on improvement plans.
Understanding and tracking outstanding actions, improvement plans for incidents escalated to Command Centre until closure.
Providing monthly incidents trend updates to stakeholders, users and management.
Managing incidents on a 24X7 on-call rotational basis (roster based)
You have a background in IT
You are an excellent team player
You have experience in managing incidents and coordinating recovery
You are available for shift work on a rotational basis
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