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.
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
Name: Kanya Kothandaraman
EA Licence No: 11C5502
Registration No: EAP Registration No: R1331365
