- Toa Payoh Central Region (Singapore) Singapore
全职 Incident Manager 工作, 薪水 up to SGD 10,000, NTT SINGAPORE PTE. LTD. Central Region (Singapore) 公司招聘中 - Ricebowl
Incident Manager
NTT SINGAPORE PTE. LTD.
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职位描述
岗位职责
IPC Manager
(Incident, Problem, Change Manager)
Role Summary
The IPCS Manager is accountable for managing the end-to-end IT service management (ITSM) processes of
Incident Management
,
Problem Management
and Change
Management
, ensuring the delivery of high-quality, stable, and efficient IT services. This role includes responsibility for process governance, compliance, continuous improvement, and regular performance reporting to stakeholders.
Key Responsibilities
Incident Management
Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
Manages bridge participants to ensure alignment with the processes.
Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
Escalates, where required, to ensure outcomes are achieved.
Works in a 24/7 environment.
Communicates to appropriate stakeholders in a timely fashion.
Manages post major Incident activities, thereby ensuring that root cause is investigate.
Reviews the performance of the people and process to ensure that it is optimal.
Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
Problem Management
Manage root cause analysis (RCA) for significant and recurring issues.
Identify and implement long-term solutions to eliminate known errors.
Maintain and govern the Known Error Database (KEDB).
Proactively prevent incident recurrence through analytics and continuous service improvement.
Change Management
Own and govern the end-to-end change process - coordinate with requesters, technical teams, and business stakeholders to ensure including request, risk/impact assessment, resource availability, backout planning, scheduling, approval, implementation, and post-implementation review are thoroughly conducted.
Chair or support the Change Advisory Board (CAB) and Emergency CAB (eCAB).
Define and enforce change policies, controls, and communication protocols.
Act as the primary point of contact for change-related communication across all teams and stakeholders.
Ensure stakeholders are
well-informed
of upcoming changes and potential impacts.
Communicate
change status
,
scheduling conflicts
, and
resolutions
clearly and promptly.
Governance & Compliance
Define, implement, and enforce policies, procedures, and controls across IPC processes aligned with ITIL/ITSM best practices.
Ensure compliance with internal audit, contractual requirements, regulatory, and security requirements (e.g., SOX, PDPA, ISO/IEC 20000).
Conduct process maturity assessments and drive standardization across accounts.
Serve as the process owner for IPC and act as a point of authority for account governance issues.
Reporting & Analytics
Design and deliver regular performance reports and dashboards for incidents, problems, changes, and service requests.
Track SLA, KPI, and OLA performance metrics to ensure service excellence.
Provide executive-level reporting and data-driven insights to support ITSM decision-making.
Conduct root cause and trend analysis using historical data to drive improvements.
Ensure accurate documentation, process audits, and process health assessments are performed regularly.
Required Skills & Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred.
5+ years of ITSM experience with deep knowledge of IPC processes.
Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Strong communication, leadership, and stakeholder management skills.
Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).
Key Competencies
Process Governance:
Strong ability to define and manage ITSM processes at scale.
Operational Excellence:
A focus on driving efficiency, service availability, and user satisfaction.
Data-Driven Decision Making:
Use of metrics and insights to guide continuous improvement.
Collaboration:
Skilled at coordinating across teams, clients and external vendors.
Leadership Under Pressure:
Calm, decisive, and communicative during incidents and outages.
NTT Singapore Pte Ltd (NTTS)
is the regional headquarters of NTT Communications Corporation (NTT Com) for Asia Pacific Region.
Established in 1997, NTT Singapore has more than 10 years of expertise in providing information and communications technology (ICT) solutions worldwide.
NTT Singapore offers diverse high-quality connectivity, data centre solutions, security services, IT management services, voice and conferencing solutions and solution integration services to its enterprise customers.
NTT Communications is a wholly owned subsidiary of Nippon Telegraph and Telephone Corporation (NTT Corp.), one of the world’s largest providers of telecommunications services.
In 2013, NTT Corp. is ranked no.1 in telecom industry in the Fortune Global 500* list with operating revenues of more than $133,077 million. It is positioned 32nd among the top 500 corporations worldwide.
NTT Com's extensive global infrastructure includes Arcstar secure private networks, which cover 196 countries/regions and a tier-1 IP backbone network connected with major ISPs worldwide, as well as secure data centers at over 150 locations worldwide.
(Incident, Problem, Change Manager)
Role Summary
The IPCS Manager is accountable for managing the end-to-end IT service management (ITSM) processes of
Incident Management
,
Problem Management
and Change
Management
, ensuring the delivery of high-quality, stable, and efficient IT services. This role includes responsibility for process governance, compliance, continuous improvement, and regular performance reporting to stakeholders.
Key Responsibilities
Incident Management
Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
Manages bridge participants to ensure alignment with the processes.
Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
Escalates, where required, to ensure outcomes are achieved.
Works in a 24/7 environment.
Communicates to appropriate stakeholders in a timely fashion.
Manages post major Incident activities, thereby ensuring that root cause is investigate.
Reviews the performance of the people and process to ensure that it is optimal.
Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
Problem Management
Manage root cause analysis (RCA) for significant and recurring issues.
Identify and implement long-term solutions to eliminate known errors.
Maintain and govern the Known Error Database (KEDB).
Proactively prevent incident recurrence through analytics and continuous service improvement.
Change Management
Own and govern the end-to-end change process - coordinate with requesters, technical teams, and business stakeholders to ensure including request, risk/impact assessment, resource availability, backout planning, scheduling, approval, implementation, and post-implementation review are thoroughly conducted.
Chair or support the Change Advisory Board (CAB) and Emergency CAB (eCAB).
Define and enforce change policies, controls, and communication protocols.
Act as the primary point of contact for change-related communication across all teams and stakeholders.
Ensure stakeholders are
well-informed
of upcoming changes and potential impacts.
Communicate
change status
,
scheduling conflicts
, and
resolutions
clearly and promptly.
Governance & Compliance
Define, implement, and enforce policies, procedures, and controls across IPC processes aligned with ITIL/ITSM best practices.
Ensure compliance with internal audit, contractual requirements, regulatory, and security requirements (e.g., SOX, PDPA, ISO/IEC 20000).
Conduct process maturity assessments and drive standardization across accounts.
Serve as the process owner for IPC and act as a point of authority for account governance issues.
Reporting & Analytics
Design and deliver regular performance reports and dashboards for incidents, problems, changes, and service requests.
Track SLA, KPI, and OLA performance metrics to ensure service excellence.
Provide executive-level reporting and data-driven insights to support ITSM decision-making.
Conduct root cause and trend analysis using historical data to drive improvements.
Ensure accurate documentation, process audits, and process health assessments are performed regularly.
Required Skills & Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred.
5+ years of ITSM experience with deep knowledge of IPC processes.
Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
Strong communication, leadership, and stakeholder management skills.
Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).
Key Competencies
Process Governance:
Strong ability to define and manage ITSM processes at scale.
Operational Excellence:
A focus on driving efficiency, service availability, and user satisfaction.
Data-Driven Decision Making:
Use of metrics and insights to guide continuous improvement.
Collaboration:
Skilled at coordinating across teams, clients and external vendors.
Leadership Under Pressure:
Calm, decisive, and communicative during incidents and outages.
NTT Singapore Pte Ltd (NTTS)
is the regional headquarters of NTT Communications Corporation (NTT Com) for Asia Pacific Region.
Established in 1997, NTT Singapore has more than 10 years of expertise in providing information and communications technology (ICT) solutions worldwide.
NTT Singapore offers diverse high-quality connectivity, data centre solutions, security services, IT management services, voice and conferencing solutions and solution integration services to its enterprise customers.
NTT Communications is a wholly owned subsidiary of Nippon Telegraph and Telephone Corporation (NTT Corp.), one of the world’s largest providers of telecommunications services.
In 2013, NTT Corp. is ranked no.1 in telecom industry in the Fortune Global 500* list with operating revenues of more than $133,077 million. It is positioned 32nd among the top 500 corporations worldwide.
NTT Com's extensive global infrastructure includes Arcstar secure private networks, which cover 196 countries/regions and a tier-1 IP backbone network connected with major ISPs worldwide, as well as secure data centers at over 150 locations worldwide.
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