About the role

The Incident Manager role drives timely resolution, ensures effective communication with both internal and external stakeholders, and supports post-incident reviews to identify root causes and capture lessons learned, preventing recurrence.

Key responsibilities

• Lead the end-to-end incident management process, ensuring prompt response and proper escalation of incidents.

• Coordinate across technical teams, vendors, and stakeholders to drive swift and effective resolution.

• Act as the central point of contact and decision-maker during incident situations.

• Manage communications across all organizational levels, from operational teams to executive leadership.

• Analyze incidents to identify trends and recurring issues.

• Ensure all incidents are accurately documented in accordance with Incident Management processes.

• Monitor, track, and report Incident Management metrics in line with defined KPIs.

• Conduct post-incident reviews to capture lessons learned and ensure completion of improvement actions.

• Collaborate with internal stakeholders to prepare regulatory reports (e.g., MAS incident reports for RI/PNI cases).

• Drive continuous improvement initiatives based on incident data and analysis.

About you

• 5–6 years of experience in incident management within a financial institution or regulated environment.

• ITIL v3 or v4 Foundation certification preferred.

• Relevant technical certifications (e.g., AWS, Azure, Cisco) are an advantage.

• Strong verbal and written communication skills, with the ability to clearly articulate complex issues.

• Good understanding of MAS Technology Risk Management Guidelines (TRMG).

• Foundational knowledge of IT infrastructure, including servers, networks, databases, and cloud platforms.

• Proven experience in managing complex incident resolution and root cause analysis across multi-vendor and multi-platform environments.

• Familiarity with monitoring and alerting tools such as ELK or SolarWinds is beneficial.

• Self-driven, proactive, and able to work independently.

Interested candidate who wish to apply for the advertised position, please click “Apply”. We regret that only shortlisted candidates will be notified 

EA License No.: 01C4394 (PERSOL Singapore Pte Ltd) 

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