Service Operations Manager - Crisis and Incident Management (Ops Response) - SYNAPXE PTE. LTD.

Roles & Responsibilities

Roles and Responsibilities :

• Lead a team of Major Incident Managers, Problem Managers and Change Managers.
• Lead and oversee major incidents (severity 1 & 2) for all IT systems to ensure timely recovery of services.
• Ensure closure of incident & problem tickets, meeting the agreed SLAs.
• Ensure major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all Synapxe stakeholders and provide regular updates via incident tracking dashboard until incident closure.
• Collaborate and across multiple internal teams to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution.
• Oversee the Problem Management process to produce reports on Root Cause Analysis, SLA measurement and / or performance of incident & problem management and present to Synapxe management when required.
• Oversee the Change Management process and ensure flawless execution of the process.
• Drive IT IPC contract / service provider’s performance for IT Operations and ensure Service Level Agreements have been fulfilled and established improvement plans.
• Drive the Major Change Review meetings to deconflict major changes.
• Work closely with the monitoring teams to ensure potential major incidents are arrested at an early stage prior to impact.
• Work closely with the Disaster Recovery team during yearly exercises and any real time invocation of DR services.
• Maintain processes, templates and SOP, website and support information related to Incident, Problem & Change Management and manage relevant ad-hoc duties.

Requirements / Qualifications

Tell employers what skills you have

Dashboard

Change Management

resolve incident tickets

Root Cause Analysis

incident management process

Service Level

IT Operations

incident reports

incident management work

Problem Management

ITIL

Bridge

Incident & Problem

Disaster Recovery