Job Description

The service operations function is responsible for implementing the resiliency initiatives to ensure sustainable results in up keeping IT systems availability to business. It will implement streamlined processes for better efficiency and ensure continuous improvements is put in place for integrated operations, service transition, and release & deployment processes. The incident and problem management team within service operations department will develop and implement the incident and problem management processes. In addition, the incident and problem management team is responsible for proper closure of incident and problem records and focuses on eliminating incident reoccurrence and incident prevention.

We are looking for experienced personnel to plan, manage, drive and deliver initiatives in the incident and problem management team Service Operations( for NHG/NUHS HRIS team). He/She will work with IHiS staff in other divisions such as project managers, production support, security specialists, program & project governance to define and scope the initiative and rollout plan.

:

• Manage high severity incidents and drive problem management meetings.

• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution.

• Manage high severity incident communications such incident broadcast communication to all IHiS stakeholders and provide regular updates to IHiS management until incident closure.

• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB).

• Improve process efficiency (e.g. streamlining) and effectiveness.

• Maintain processes, templates and SOP, website and information related to incident and problem management.

• Perform 24 by 7 standby duty as Incident Manager.
  

• Degree in Computer Science, Computer Engineering or equivalent, although consideration will be given to experience and certifications in lieu of degree.

• At least 8 years of experience in IT industry with minimum of 5 years of experience with system operations, including incidents and problem management.

• Practitioner who is familiar with incident management process and problem management methodologies.

• Good knowledge with hands-on experience in managing IT incidents and problems.

• Good analytical skills with ability to quickly establish cause of system issue reported.

• Good interpersonal skills with ability to work with others to resolve problems.

• Ability to communicate information well to co-workers and management verbally and in writing.

• Intrinsically motivated to solve problems and enable the success of others.