- Bukit Merah Central Region (Singapore) Singapore
R Systems Hiring! Full Time Incident Manager in Central Region (Singapore), Earn up to SGD 8,800 - Ricebowl
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Job Description
Responsibilities
Responsibilities:
Manages technology incidents impacting group businesses.
Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with standards on Incident and Problem Management functions.
End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
Participation in all incident resolution calls to facilitate incident determination, recovery and resolution.
Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
Escalation of critical and unresolved Incidents to appropriate levels of management.
Ensure incident data is accurately captured and documented in the incident reporting tool.
Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
Ability to communicate well and manage highly stressful situations during the Incident.
Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
Management reporting
Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
Requirement:
ITIL certification is a must
Experience: 8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
Excellent English communication skills (written and oral), with experience interacting with all levels of management
Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.
R Systems, founded in 1993, is a specialized IT Services & Solutions and IT-enabled Services provider catering to a wide range of global customers. We are endowed with some of the industry’s highest quality certifications and standards, including CMMI Level 5, PCMM Level 5, ISO 27001:2013 and ISO 9001:2008. Our IT services and solutions span five major verticals which include Telecom & Digital Media, Banking & Finance, HealthCare, Manufacturing & Logistics, and Government Services.
Ever since our inception, we have grown in size and capability and currently operate from 11 development and service centers spread across Asia Pacific, Europe, and North America. We serve customers worldwide using our global delivery model and 2050+ expert resources. We have won countless accolades from global customers for our benchmarked delivery track record, quality standards, and adaptability to technological challenges.
Our strength lies in our quality procedures, delivery and operational excellence, customer-centric approach, intellectual capital, and culture of innovation. With a rich legacy spread over two decades, we generate Value that helps organizations transcend to higher levels of efficiency and growth. Quite like the Oyster Delivering the Pearl!
Manages technology incidents impacting group businesses.
Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with standards on Incident and Problem Management functions.
End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
Participation in all incident resolution calls to facilitate incident determination, recovery and resolution.
Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
Escalation of critical and unresolved Incidents to appropriate levels of management.
Ensure incident data is accurately captured and documented in the incident reporting tool.
Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
Ability to communicate well and manage highly stressful situations during the Incident.
Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
Management reporting
Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
Requirement:
ITIL certification is a must
Experience: 8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
Excellent English communication skills (written and oral), with experience interacting with all levels of management
Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.
R Systems, founded in 1993, is a specialized IT Services & Solutions and IT-enabled Services provider catering to a wide range of global customers. We are endowed with some of the industry’s highest quality certifications and standards, including CMMI Level 5, PCMM Level 5, ISO 27001:2013 and ISO 9001:2008. Our IT services and solutions span five major verticals which include Telecom & Digital Media, Banking & Finance, HealthCare, Manufacturing & Logistics, and Government Services.
Ever since our inception, we have grown in size and capability and currently operate from 11 development and service centers spread across Asia Pacific, Europe, and North America. We serve customers worldwide using our global delivery model and 2050+ expert resources. We have won countless accolades from global customers for our benchmarked delivery track record, quality standards, and adaptability to technological challenges.
Our strength lies in our quality procedures, delivery and operational excellence, customer-centric approach, intellectual capital, and culture of innovation. With a rich legacy spread over two decades, we generate Value that helps organizations transcend to higher levels of efficiency and growth. Quite like the Oyster Delivering the Pearl!
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