Up to $5k | IT Service Management | 1 Year renewable Contract - #1129527

Key Responsibilities:

1. Incident Management:

Take ownership of incident management processes to ensure efficient resolution of incidents.

Act as the single point of contact for major incidents, coordinating between technical teams, stakeholders, and leadership.

Lead bridge calls during critical incidents, ensuring effective collaboration and timely resolution.

2. Process Development and Adherence:

Implement and maintain incident management procedures aligned with ITIL best practices.

Ensure all incidents are properly logged, categorized, and prioritized within the IT Service Management (ITSM) tool.

3. Communication:

Provide timely updates to stakeholders during the incident resolution process.

Prepare and distribute post-incident reports, outlining the root cause, impact, and corrective actions taken.

4. Collaboration and Coordination:

Work closely with cross-functional teams, including engineering, operations, and customer support.

Escalate unresolved incidents to appropriate teams or vendors as needed.

5. Continuous Improvement:

Perform root cause analysis (RCA) for major incidents and recommend process improvements.

Analyze incident trends to identify recurring issues and propose proactive measures.

6. Reporting and Metrics:

Track and report key incident management metrics, such as Mean Time to Resolve (MTTR) and incident volumes.

Provide insights and recommendations to improve service performance.

Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 3–5 years of experience in IT incident management or a related role.

• Strong knowledge of IT Service Management (ITSM) tools (e.g., ServiceNow, Jira).

• Familiarity with ITIL processes; ITIL certification is a plus.

• Exceptional problem-solving and decision-making skills.

• Strong communication and interpersonal skills to interact with technical teams and business stakeholders.

• Ability to work under pressure and manage high-stress situations effectively.

• Experience with root cause analysis (RCA) and continuous improvement frameworks.

Requirement

• Experience in managing incidents in a 24/7 production environment.

• Knowledge of cloud environments and infrastructure (AWS, Azure, GCP).

• Familiarity with Agile or DevOps practices.

We regret that only shortlisted applicants would be notified.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.

PERSOL SINGAPORE PTE LTD • UEN No. 200007268E • EA License No. 01C4394• Reg. EA Registration No. R23113726 (Kelvin Chee Kia Hau)