Location
singapore
Posted
June 01, 2026
Commute
Local Area
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Job Description
Roles & Responsibilities:
- Point of contact for all Major Incidents (24x7) when it is reported
- Facilitates with relevant business & technology group to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting.
- Participation in major incident resolution calls to facilitate incident determination, recovery, and resolution.
- Participate in the standard Post‑mortem (Root Cause Analysis) process to ensure no repeat of any technology incidents with known root cause.
- Ability to limit possible workarounds, define clear path for escalations, and define clear assignation processes between team.
- Represent the first stage of escalation for incidents.
- Monitor workload of L1 and L2 Service Desk Agents.
- Monitor the incidents to ensure that the SLA are respecte...