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Incident / Problem Coordinator

Keywords / Skills : ITIL, Incident , problem, "change manager", "Incident manager"

3 - 7 years
Posted: 2019-05-16

Singapore (Candidates authorized to work in the above mention countries are also eligible to apply)
Banking/Accounting/Financial Services
Technical Support Engineer
Post Graduate
Posted On
16th May 2019
Job Description
Incident/Problem Coordinator 

Important note: the role requires to support on 12 hours rotational shift 
Client : DBS Bank

Work location: Changi Business Park

12 months renewable contract with Helius Technologies

1. Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.

2. Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.

3. Reroutes misdirected incidents and problems which have not been handled in a timely manner.

4. Escalates issues in a timely and appropriate manner.

5. Identifies incidents and problems which need special attention or escalation.

6. Identifies exceptions and deviations, as well as management of these situations.

7. Notifies participants in the process when standards and procedures are not being followed.

8. Facilitates the resolution of issues with items not complying to process.

9. Oversees creation and availability of process reports and analyzing reports.

10. Oversees completeness and integrity of information collected to conduct daily operations.

11. Establishes measurements and targets to improve process effectiveness and efficiency.

12. Acts as an escalation focal point for all roles involved in the process.

13. Card and key issuance management for secured room.

14. Carry out tasks assigned by the team manager, which help to prevent potential incidents.

15. Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager

Interested candidates, please email your CV to

Please mention the following in the email body

Current salary

Expected salary

Notice period

Visa status for Singapore

To have a confidential discussion, please contact


Recruitment Manager

EA Registration no: R1110040


Helius Technologies Pte Ltd (Licence No: 11C3373)

Tel: (65) 6222 1794 (Direct)


About Company

Helius Technologies is a global consulting and IT services company headquartered in Singapore. Our focus is on delivering consulting and staffing solutions spanning augmentation to managed services.

Established in 2006, Helius has partnered and supported leading companies across diverse industries including Banking and Financial Services, Manufacturing, Logistics and Healthcare.

Our objective is to be a solutions partner for our customers by focusing on their needs, leveraging our strong resource team, being flexible in our approach, and using proven processes. Over the years we have established our clientele and a significant pool of resources and facilities. We continue to grow rapidly as a company with strong management, technical and financial resources and unwavering commitment to serve our clients.
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