Incident Manager

INTEGRATED HEALTH INFORMATION SYSTEMS PTE. LTD.
  • Job Category
    Information Technology
  • Job level
    Senior Executive
  • Contract type
    Permanent
  • Location
    North
  • Salary
    S$4000 - S$8000

Job Description

Act as first point of contact for major incidents, collaborating with operations teams to ensue impacted services are restored as quickly as possible.


Understand system and network provisioning requirements, translating these for operational teams to implement.


Key Responsibilities

The Incident Manager role requires

· Coordination with operations teams to ensure a failed H-Cloud service is restored as quickly as possible

· Coordination with operations teams to ensure that incidents are assigned to the correct team

· Liaison with operations teams and IOC, to provide timely updates of any incident

· Verification of incident resolution with IOC

· Escalation to management, of incidents at risk of breaching Service Level Agreement (SLA) / Operational Level Agreement (OLA)

· Identification of major or recurring incidents for promotion as Problem Ticket

· Participation in Incident and Problem reviews, to mitigate recurrence

· Review of Incident and Problem Management processes to enhance them

· 24x7 standby on rotation basis

The Project Liaison role requires

· Understanding of system and network provisioning requirements, to translate these to operational teams

· Coordination with operations teams to ensure that provisioning is performed in a timely manner

· Reduction of potential rework during network and system provisioning


Qualifications/Experience

· Degree in Computer Engineering / Electrical and Electronic Engineering or equivalent discipline

· At least 5-6 years’ experience in similar role

· Good technical knowledge with different aspects of IT operations, including server, network, security

· Ability to prioritise assignments whilst working on multiple concurrent projects

· Good communication and presentation skills

· Strong analytical troubleshooting skills.

· Able to prioritise assignments whilst working on multiple concurrent projects

· Possess initiative and able to work independently

· Is meticulous and attentive to details

· A team player with Excellent communication and interpersonal skills, capable of effectively influencing various internal and external stakeholders


Closing on 25 Sep 2021