Incident Manager

Carecone Pte Ltd| Date Posted: 1-Mar-2021
EA Licence No: 20C0199|EA Personal Registration No: 19100090
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Job Nature:
Permanent
Position Level:
Manager, Senior Manager
Qualification:
Diploma, Bachelor's / Honours, Masters / PhD

Job Description

KEY RESPONSIBILITIES 

·       Ready to work on Singapore standard shifts (9 am - 6 pm) including weekends (no constraints, no reservations).

·       Demonstrate ownership of incident management lifecycle (triage till restoration) for all severities (Sev 0 – 4)

·       Effective bridge management skills are mandate

·       Responsible for achieving agreed SLA / OLA targets

·       Demonstrate strategic thinking, quantitative and analytical skills and collaboration

·       Ability to work under stress and handle crisis situations

 

Role Description

·       Act as Facilitator during Major Incidents, Crises, and other broadly impacting events

·       Engage and manage workload and priorities of key stakeholders and participants in Major Incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans

·       Interact directly with key stakeholders to proactively communicate status on active Major Incidents or Crises

·       Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident and Crises’ stakeholders/participants for beginning the Problem Management cycle

·       Experience on Major Incident Management / Bridge Handling and driving till closure

·       Coordination and management of Major Incident Management process activities

·       Escalation of risks and issues to the Major Incident Management Process Owner

·       Supporting Major Incident Management reporting (KPIs and customer SLAs)

·       Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization

·       Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account

·       Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects

·       Drives implementation of standard execution of the Major Incident Management process

·       Develop and deliver Post-Mortem reports for distribution to executive audience(s)

·       Agrees issue definition, action plan and success criteria with customer (during emergency mode)

·       Record and classify received Incidents and undertake an immediate effort in order to restore a failed DC Service as quickly as possible

·       Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

·       Verify resolution with users and resolve Incidents ticketing tools

·       Owns all Incidents and Service Requests throughout the lifecycle

·       Document troubleshooting steps and service restoration details

·       Create and submit knowledge articles

·       Liaison between Data center and requestor

 

Must have skills:

·       Practical experience with incident/outage and crisis management

·       Experience in sending leadership communications on Incidents

·       Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure

·       Excellent problem resolution, judgment, negotiation and decision-making skills

·       Strong Understanding and knowledge of physical datacenters and their related infrastructure or resources such as power, rack space, CE Infrastructures (e.g. UPS, Generators, AHU) etc.

·       Excellent analytical and troubleshooting skills

·       5 + years of IT experience.

·       Ready to work on Weekends and public holidays too (Saturday and Sunday) (Alternate week offs will be given)

·       Strong fault analysis/determination and problem-solving skills

·       Experience with ITIL compliant incident management

·       Scripting experience will be a value add

 

EA License No: 20C0199 (Carecone Pte. Ltd.)

Registration ID: 201913897K

CareCone Pte Ltd, Singapore

Company Overview
Carecone Pte Ltd