Incident Manager (App Support, Web Support)

Quesscorp Singapore Pte Ltd

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Posted a month ago
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8-12 Years

SGD 7 - 12 per month

Singapore

Wealth Management,

Financial Services,

Finance

Job Description

Manages technology incidents impacting group businesses
Work with relevant business & technology group/units 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.
in full compliance with standards on Incident and Problem Management functions
End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
Escalation of critical and unresolved Incidents to appropriate levels of management
Ensure incident data is accurately captured and documented in the incident reporting tool.
Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
Ability to communicate well and manage highly stressful situations during the Incident.
Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
Management reporting
Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
Good knowledge on Macro, Excel, PowerPoint, Ticketing tools, Data analysis.
Ensure compliance to Group Technology & Operations Policies and Standards

Education

Diploma, Bachelors/ Degree, ITC/NTC/Vocational

More Info

Role:Configuration Mgr /Release Manager, System Analyst /Tech Architect, IT /Networking (EDP) - Manager, Delivery Manager

Industry:Wealth Management, Financial Services, Finance

Function:IT

Job Type:Permanent Job

Date Posted: 18/08/2025

Job ID: 124090215

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About Company

Quesscorp Singapore Pte Ltd

Quess Corp Limited (Quess) is leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions.

We provide a host of technology-enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after-sales service, back office operations, telecom operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc.