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Incident Manager - Singapore (Only for the Candidates currently in Singapore can apply)

Keywords / Skills : Incident, ITIL

3 - 7 years
Posted: 2019-09-12

Job Description
• Major Incident Management / Bridge Handling and driving till closure

• Coordination and management of Major Incident Management process activities

• Escalation of risks and issues to the Major Incident Management Process Owner

• Supporting Major Incident Management reporting (KPIs and customer SLAs)

• Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization

• Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account

• Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects

• Drives implementation of standard execution of the Major Incident Management process

• Agrees issue definition, action plan and success criteria with customer (during emergency mode)

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

• Verify resolution with users and resolve Incidents ticketing tools

• Owns all Incidents and Service Requests throughout the lifecycle

• Document troubleshooting steps and service restoration details

• Create and submit knowledge articles

• Liaison between IT and requestor


SKILLS

Must have skills:

• Practical experience with incident/outage and crisis management

• Experience in sending leadership communications on Incidents

• Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure

• Excellent problem resolution, judgment, negotiation and decision-making skills

• Strong understanding of logical IT principles such as Active Directory, Windows Server, IIS, SQL, Web services, and their applications in robust high availability environments

• Understanding and knowledge of physical datacenters and their related infrastructure or resources such as power, rack space, CE Infrastructures (e.g. UPS, Generators, AHU) etc.

• Graduate in computer science

• Excellent analytical and troubleshooting skills

• 5 + years of IT experience.

• Ready to work on Weekends and public holidays too (Saturday and Sunday) (Alternate week offs will be given)

• Strong fault analysis/determination and problem-solving skills

• Experience with ITIL compliant incident management

• Scripting experience ( SQL / Powershell )

Complementary skills:

• Working experience with Windows Server Administration

• Working experience in high availability environment

• Adherence to process (ITIL) and Incident management and SLA, Responsible for Incident management (Proactive & Reactive), execution of Changes, Problem & Performance mgmt.

• Working Knowledge of Programming Concepts and basic scripting abilities, Powershell

• ITIL, CCNA, MCSE and/or other Microsoft certifications

• Attended trainings/has understanding of cloud computing.


Key Skill(s)

About Company

Tentacle Technologies is a young, knowledge driven Software Company offering superior Information Technology services for its global customers. Tentacle Technologies is a global Solutions Specialist with a dedicated focus on the Banking, Financial Services and Insurance vertical. Our core competency lies in Complete Business Solutions and Technical Consulting Resources, both industry and technology specific.

Tentacle Technologies is a quality conscious, cosmopolitan and flexible organization. As teams, we are geared towards innovation and technology, using proven software methods to deliver cost effective solutions for the global market. We strive for the 'right'- first time, every time - through continuous improvement.

"Knowledge Is Power And Tentacle Is The Power House"

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