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Incident Management Analyst

Keywords / Skills : production support, rotational basis, incident bridge calls and driving work-streams to mitigate an incident, problem solving skills, multi-tasking skills

2 - 12 years
Posted: 2018-06-14

Industry
Banking/ Financial Services
Function
IT
Role
Other Information Technology
Posted On
14th Jun 2018
Job Ref code
JL1872
Job Description
Job Description

As an Incident Management Analyst, you are responsible for the following:
  • Providing 12 x 7 production support coverage on a rotational basis with primary hours being Sun–Tues 7:30 AM-8:30 PM SGT or Thurs-Sat 7:30 AM-8:30 PM SGT (Wednesdays required on a rotational basis every other week) 
  • Monitor P1 tickets which impact business and engage/escalate to key resources from technology/business 
  • Managing incident bridge calls and driving work-streams to mitigate an incident 
  • Partnering with Production Support and Application Development teams in driving resolution for owned production issues 
  • Writing timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call management 
  • During incident and upon closure, follow-up with technology and business stakeholders until the final impacts for business are identified and recorded accurately 
  • Representing Line of Business for enterprise-wide issues 
  • Review the monitoring tools / ongoing incidents and send Start of Day reports 
  • Document knowledge acquired in past incidents into relevant support documentation, primers and knowledge systems 
  • Produce daily, weekly and monthly reports for incidents 
Required skills:
  • Strong problem solving skills – probing to understand flow logistics and engage relevant support 
  • Clear and concise written and oral communication skills and proven ability to articulate technical details to a wide range of audiences 
  • Ability to work through ambiguity and work under pressure 
  • Strong multi-tasking skills – listening, writing, reviewing and sending executive communications 
  • Ability to build a close relationship with the business and communicate potential client impacting issues 
  • Ability to respond quickly to incident and send accurate communications (business and technical) 
  • Ability to prioritize while handling multiple incidents 
Interested candidates can forward their CVs in MS Word Format to jon.lukito@teksystems.com and we will contact you for a preliminary and confidential discussion.


Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA Licence No. 10C4544



About Company

Allegis Group is the global leader in talent solutions focused on working harder and caring more than any other provider. We’ll go further to understand the needs of our people – our clients, our candidates, and our employees – and to consistently deliver on our promise of an unsurpassed quality experience. That’s the Allegis Group difference, and it’s consistent across every Allegis Group company. With more than US$11billion in annual revenues and over 500 locations across the globe, our network provides businesses with a comprehensive suite of talent solutions — without sacrificing the niche expertise required to ensure a successful partnership. Our specialised group of companies includes: Aerotek, TEKsystems, Allegis Global Solutions, Aston Carter, Major, Lindsey & Africa, Allegis Partners, MarketSource, and EASi. Visit www.AllegisGroup.com to learn more.

Allegis Group Singapore Pte Ltd,
Company Reg No. 200909448N, EA Licence No. 10C4544


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