Job Description

About the Role:

• Permanent / Full time position
• Senior Manager Level
• Stability and opportunity to work in a renowned organization

As Major Incident & Problem Manager, you\'ll play a critical role and be responsible for managing technology incidents that impact the group businesses. Your expertise will ensure smooth operations, minimal disruptions, and enhanced customer satisfaction.

Responsibilities:

• Take full ownership of major incidents, focusing on minimizing service restoration time.
• Collaborate with business and technology teams to adhere to incident and problem management processes, improving incident recognition, tracking, and resolution.
• Demonstrate strong command and control during incidents, ensuring clear accountability and accurate evaluation of complex scenarios.
• Contribute to incident resolution calls, facilitating determination, recovery, and resolution.
• Recognize, log, assign, and resolve incidents in a timely manner, with thorough documentation.
• Monitor incident progression, identifying potential areas of concern and escalating critical issues when necessary.
• Accurately capture and document incident data using the reporting tool.
• Engage in post-incident activities to enhance service quality, identify problem trends, and take preventive actions.
• Exhibit excellent communication and stress management skills during incidents.
• Drive problem management initiatives, utilizing various problem-solving methods and taking complete ownership of problem tickets.
• Participate in post-mortem processes, analyzing root causes to prevent future incidents.
• Provide management reports on incidents, leveraging automated tools and procedures.
• Collaborate with Technology & Operations/Shared Infrastructure Services to maintain compliance with policies and standards.
• Monitor and report key performance indicators (KPIs) related to incident management.

Requirements:

• Hold a bachelor\'s degree in Business, Computer Science, or a related discipline.
• Possess essential ITIL certification.
• Have experience managing complex IT initiatives or operational line management in a matrix environment.
• Demonstrate excellent written and verbal communication skills in English, with the ability to engage with all levels of management.
• Exhibit strong knowledge and experience in application support, EOD batch processing, infrastructure and web/application/middleware services.

Should this be of interest, please send your resume to abel.quek[at]springasia.com with your current and expected salary.

All shortlisted candidates will be contacted.

Posted By

Abel Quek

Senior Commercial Manager - Information Technology

EA License No: 09C5803

Registration No: R1768942

Additional Information

Career Level

Manager

Qualification

Bachelor\'s Degree, Post Graduate Diploma, Professional Degree

Years of Experience

1 year

Job Type

Full-Time

Job Specializations

,

Company Overview

Spring Professional is an international firm specialising in mid-senior level recruitment for the industries of corporate functions, engineering, finance & accounting, financial services, IT, life sciences, property & construction, sales & marketing, as well as supply chain & logistics across the Asia region, with offices in China, Hong Kong, Japan, Malaysia, Singapore, South Korea, Taiwan and Thailand.

Spring Professional is a wholly-owned subsidiary of The Adecco Group based in Zurich, Switzerland. As the world\'s leading provider of workforce solutions with more than 33,000 FTE employees and around 5,100 branches in 60 countries and territories around the world, the Adecco Group offers a wide variety of services, connecting approximately 700,000 associates with our clients every day. The services offered fall into the broad categories of temporary staffing, permanent placement, career transition and talent development, as well as outsourcing and consulting. The Adecco Group is a Fortune Global 500 company.

Additional Company Information

Registration No.

199703060N

EA No.

09C5803

Company Size

51 - 200 Employees

Industry

Human Resources Management / Consulting

Singapore Post