Job Description

Singapore, SingaporeCompany: Singtel GroupNCS is the leading technology services firm that operates across the Asia Pacific region in over 20 countries, providing consulting, digital services, technology solutions, and more.We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.We\'re searching for an Incident Management Manager to be part of our diverse team of talent here at NCS!If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you!What we seek to accomplish together:The Incident Management Manager acts to ensure that incident management processes are followed correctly, and that performance is measured with a high level of quality and timely resolution. The Incident Management Manager will be working with operations and service delivery teams to ensure timely service restoration and documenting relevant processes to ensure that incidents are being managed within the service level agreements as per client expectations and within contractual boundaries.

• Incident Management
• Coordination of end-to-end incident management, ensuring that incident processes and procedures are followed achieving high levels of customer satisfaction through timely and efficient resolution of incidents.
• Attend, lead and manage incident management bridges/conferences developing actions plans and coordinating incident restoration activities.
• Proactively manage assigned incidents ensuring satisfactory restoration of service with minimal business impact and resolution of incident in an efficient and timely manner initiating escalation procedures as appropriate.
• Provide timely status update communications to stakeholders in accordance with process and procedures.
• Assist in determining the priority of incidents.
• Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels.
• Liaise with the Service Delivery, Operational Groups and Customers on Priority 1 and 2 Incidents.
• Perform technical and hierarchical escalation of incidents as required in accordance with escalation management process and act as the escalation point for all high priority incidents.
• Manage vendors, third party suppliers and internal/external Service Provider Groups involved in the Incident Management process where responsible to deliver a Service Level Agreement and/or or Operational Level Agreements

Post Incident Activities

• Production and validation of Executive Summaries (ES) for all priority 1 & 2 Incidents meeting quality standards and deadlines.
• Attend and participate in Post Incident Review meetings, providing input to any Post Incident Review (PIR) report.
• Review and audit of incident records to ensure process requirements have been met (correct category, priority and high level of information relating to the resolution of incidents).
• In collaboration with Service Desk, Problem Management and Service Delivery provide input into current investigations of Incidents and Problems including Root Cause Analysis where required.

Reporting

• Produce Incident Management reports for the customer and internally which includes statistical graphs, trending analysis and articulation.
• Produce adhoc Incident Management reports for Management at direction of Service Delivery.
• Ensure Quality Assurance on all Reports to the customer and the business.

Meetings

• Coordinate regular meetings with Service Delivery Managers for effective management of current cases and producing reports for open cases to be presented to the customer.

Process Management

• Implement, review, maintain and audit all ITIL Incident Management process and procedures.

Continual Service Improvement

• Implement continual and service improvement actions arising from Service Improvement Plans, Problem Management corrective actions.
• Improve Service Operations response efficiency increasing customer satisfaction and reducing complaints and escalations.

A little about you:

• Be able to demonstrate strong ITIL based process management experience
• ITIL based certification - ITIL V3 Foundation certificate or higher
• Experience in an outsourced IT support model would be a distinct advantage
• Basic knowledge and experience working with
• Operating systems
• LAN and WAN networking technologies
• Web Technologies
• Firewall and Security products
• Excellent communication (verbal and written) and interpersonal skills
• Demonstrate urgency, initiative and drive for results
• Ablility to perform under pressure
• Demonstrate strong customer focus
• Ability to manage stakeholder expectations
• Ability to lead and coordinate resources to achieve results

What you might also need to have:

• Relevant IT degree or diploma
• At least 5 years of experience performing an incident management role in a IT service delivery environment

As Asia\'s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.We Grow our People, Value our Clients, and Create our Future.We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.You can find out more about our Group\'s sustainability focus to guide how you can contribute to our objectives at Sustainability Reports.About NCS GroupWe believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.We\'re here to make the extraordinary happen.Find out more at ncs.co and our LinkedIn career site.We handle all profiles with the highest level of confidentiality.

Singtel