Job Description

Position: IT INCIDENT & PROBLEM MANAGEMENT ANALYST
Employment Type: 1-year Agency Contract (Highly Renewable)
Location: Pasir Panjang (Location will change to Changi Business Park in Jan 2024)

GENERAL DESCRIPTION
The Incident and Service Level Analyst is the primary IT resource to monitor incidents, track problems and ensure SLAs are correct in place and followed. The Incident analyst will work closely with his counterparts from other locations.

KEY FEATURES OF THE POSITION

• Ensure major incidents are resolved in the shortest period of time.
• Responsible for incident, problem and service level management.
• Initiate and coordinate incidents solving/resolution activities.
• Perform incident review and make recommendations for improvement.
• Part of the Major Incident Management Team (MIM).
• Take joint responsibility in the governance of the Incident and Problem Management end to end process with cross technology teams ensuring all KPIs are met.
• Facilitate post-mortem and RCA tasks for high-priority incidents.
• Produce comprehensive incident and problem reports to all required audiences.
• Co-own Problem Management activities for all managed incidents.
• Identify individual and at scale emerging problems and escalate issues into Problem Management queue.
• Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets.
• Triage high priority /Major Incidents, work Support teams for resolution and perform escalations of notable incidents.
• Produce management information, including KPIs and reports.
• Follow up, analyse and track Incidents and SLA breaches.
• Drive and monitor the effectiveness of the incident, problem and service level management processes. Perform incident trend analysis and propose recommendations to improve incident trends.

Job Requirements:

Personal and Social

• Ability to work independently or as part of a team.
• Ability to drive both teams and individuals.
• Conscientious in ensuring defined SLAs are met.
• Ability to interact and coordinate with various IT teams within a financial institution.
• Good communication and organization skills.
• Ability to analyse problems, troubleshooting, provide short term, and long-term solutions.
• Experienced in problem-solving and troubleshooting in an IT environment.
• Ability to work under fire; handle stressful situations in a calm manner.

Professional and Technical

• At least 10 years of experience working in a Bank or financial institute.
• Hands on experience in managing Service, Change and Incident management.
• Experience in managing End user Support, Applications and Infrastructure services.
• Possess good people management skills across all levels with the ability to manage multiple support pillars to identify root cause of the incidence.
• Ability to prioritise and multitask when managing incidences with multiple layers. Candidate should have in depth knowledge of regulatory TRM guidelines and of ITIL concepts.
• Have a good grasp of Site Reliability Engineer (SRE) concepts. Candidates with ServiceNow tool experience preffered but not mandatory.

If keen, kindly forward your CV to stefan.olsem@tangspac.com


Tangspac Consulting Pte Ltd
#03-02 The Octagon, 105 Cecil Street, Singapore 069534
EA Personnel Name: Olsem Stefanus Emmanuel
EA License: 07C3635 | EA Registration: R2094432