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IT Incident Management Analyst

Singapore Temporary View Job Description
The Incident and Service Level Analyst is the primary IT resource to monitor incidents, track problems and ensure SLA's are correct in place and followed. The Incident analyst will work closely with his counterparts from other locations.
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  • Good working culture
  • Be a part of a high-performing and professional team

About Our Client

Our esteemed client is having a global presence, premium brand in the wealth management domain, with a focus on servicing and advising elite private clients.

Job Description

  • 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 KPI's 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 KPI's 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.

The Successful Applicant

  • 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.
  • Prioritise and multitask when managing incidences with multiple layers. Candidate should have in depth knowledge of regulatory TRM guidelines and of ITIL concepts.
  • Good grasp of Site Reliability Engineer (SRE) concepts.

What's on Offer

  • Good working culture
  • Be a part of a high-performing and professional team
Contact
Shilpalekha Bhadoria (Lic No: R1876178 / EA no: 18S9099)
Quote job ref
JN-042024-6382739
Phone number
+65 6541 9959

Job summary

Function
IT
Specialisation
IT Support
What is your area of specialisation?
Financial Services
Location
Singapore
Contract Type
Temporary
Consultant name
Shilpalekha Bhadoria (Lic No: R1876178 / EA no: 18S9099)
Consultant contact
+65 6541 9959
Job Reference
JN-042024-6382739

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.