Incident Manager - #1103767

Job Summary

We are looking for an experienced Incident Manager to oversee support operations, incident resolution, and problem management in a complex IT environment. The role involves managing internal and third-party support teams, ensuring SLA compliance, leading crisis resolution, and driving service improvement initiatives.

Responsibilities

• Manage and coordinate support engineers (internal, subcontractors, third-party vendors).
• Ensure smooth communication with clients and stakeholders via reports and meetings.
• Drive major incidents to resolution and ensure SLA adherence.
• Lead crisis response and implement corrective action plans.
• Oversee maintenance activities and propose process improvements.
• Analyze incident trends, conduct root cause analysis, and drive closure of problem tickets.
• Document incidents and problems accurately in accordance with ITIL processes.
• Prepare and present service and performance reports.
• Escalate issues that impact resolution timelines or service quality.
• Monitor and report on KPIs related to incidents and problems.

Requirements

• Bachelor's degree in Computer Science, Business, or related field.
• 5-7 years of experience in IT operations, incident management, or support leadership.
• Background in application support (Java-based) and infrastructure (Windows, Linux, Networking, Storage).
• ITIL certification is required.
• Strong communication, analytical, and stakeholder management skills.
• Experience with government clients is a plus.
• Self-driven, able to work independently, and thrive in a high-pressure, shift-based environment.
• This is a full-time onsite role and may require 12-hour shift work on a rotational basis after 6 months.

If you are interested in this position, please click "Apply Now" and we will review your qualifications & reach out to you for further discussion & next steps. Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days, please accept this as notification that you have not been shortlisted.

Morgan Mckinley Pte Ltd

Name: Kanya Kothandaraman

EA Licence No: 11C5502

Registration No: EAP Registration No: R1331365