We are looking for an experienced
Incident
& Problem Manager to oversee support operations, incident resolution, and problem management in a complex IT environment.
The role involves managing internal and third-party support teams, ensuring SLA compliance, leading crisis resolution, and driving service improvement initiatives.
Responsibilities
Manage and coordinate support engineers (internal, subcontractors, third-party vendors).
Ensure smooth communication with clients and stakeholders via reports and meetings.
Drive major incidents to resolution and ensure SLA adherence.
Lead crisis response and implement corrective action plans.
Oversee maintenance activities and propose process improvements.
Analyze incident trends, conduct root cause analysis, and drive closure of problem tickets.
Document incidents and problems accurately in accordance with ITIL processes.
Prepare and present service and performance reports.
Escalate issues that impact resolution timelines or service quality.
Monitor and report on KPIs related to incidents and problems.
Requirements
Bachelor’s degree in Computer Science, Business, or related field.
5–7 years of experience in IT operations, incident management, or support leadership.
Background in
application
support (Java-based) and infrastructure (Windows, Linux, Networking, Storage).
ITIL certification is required.
Strong communication, analytical, and stakeholder management skills.
Experience with government clients is a plus.
Self-driven, able to work independently, and thrive in a high-pressure, shift-based environment.
This is a full-time onsite role and requires 12-hour shift work on a rotational basis.
Singaporeans Only
If you are interested in this position, please click Apply Now and we will review your qualifications & reach out to you for further discussion & next steps.
Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days, please accept this as notification that you have not been shortlisted.
Morgan Mckinley Pte Ltd
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