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Incident Manager (ITSM)

Keywords / Skills : Incident Manager , Change Manager, Problem Manager, ITIL, telecommunication network, incident management, service desk operations, Change management, incident management report

Singapore
5 - 8 years
Posted: 2019-10-30
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Industry
Recruitment/Staffing/RPO
Function
IT
Role
Software Engineer/Programmer
Posted On
30th Oct 2019
Job Ref code
incidentmanageritsm1
82673
Job Description
Job Description :

**Our Client is an established company in Singapore, who is seeking to recruit a Incident Manager (ITSM).
Incident Manager (ITSM)
Working in the command centre, the Incident Management Manager reports to the Command Centre Director and is responsible for the 24x7 shift and service desk teams and operations. The teams are responsible for driving the incidents to closure, aiding in recovery and restoration of services for Priority 1 and 2 incidents, VVIP, IMU and outages.
Responsibilities:
  • Driving TTR down for Priority 1 and Priority 2 incidents to have it restored within SLA
  • Chairing team huddles and working with respective Operations Managers to manage all shift operations relating to Service Desk, T1, T2 and RDC CIM
  • Monitoring ticket aging and ensuring the number of outstanding cases are kept to a minimum
  • Managing all customer escalations (escalated from shift lead/RDC CIM/Management)
  • Ensuring all outstanding cases are handed over smoothly between shifts
  • Ensuring MIM Operational KPIs are met during the shift
  • Providing notification to customer and Higher Management for Major Outages/Major Incidents/Crisis
  • Handling Major Incident according to Major Incident management plan
  • Hosting conference call, if required, to involve resolvers in escalated cases
  • Assisting RDC CIM on complex cases and taking over when necessary
  • Reporting to Command Centre Director for any issue that could significantly impact business/operations
  • Working with relevant parties (internal and external)
  • Follow up closely with stakeholders on network related issues
  • Any other matter assigned by the supervisor

The Requirements:
  • Degree in IT/Engineering or relevant discipline with at least 5 years of experience in telecommunication network
  • Prior experience in major incident management
  • Experience in managing shift and service desk operations
  • Ability to work on 12 hours rotating shift (8am to 8pm and 8pm to 8am)

JJ Consulting Services
EA Licence No.: 12C6207
Experience:
  • Incident Management: 1 year (Preferred)

Location:
  • Singapore (Preferred)

Key Skill(s)
Incident ManagerChange ManagerProblem ManagerITILtelecommunication networkincident managementservice desk operationsChange managementincident management report
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