Snaphunt Pte Ltd – Incident & Problem Analyst (IT / Banking)

Our client is an IT Software Services company specialized in development outsourcing with a proven track record and continuous & strong growth for more than 20 years. They are headquartered in Singapore, with a regional office in Malaysia. They are experts in project management, system design & development for consumer banking, credit cards and loans.

• Leadership Role in a IT Software Services firm
• Opportunity to make a positive impact
• Attractive salary & benefits

The Job

As an Incident & Problem Analyst, you will be part of a Command Centre team to handle Incident and Problem Management and be responsible for:

• Assessing and validating major incidents.
• Managing notifications and escalations as defined in the major incident management process.
• Managing and coordinating recovery actions and plans for major incidents to resolution.
• Providing timely and informative updates to management, stakeholders and users until incident closure.
• Ensuring the appropriate level of the technical or functional support team is actively engaged.
• Chairing major incident technical bridge call and provide direction if further escalation is required.
• Ensuring that accurate timelines of recovery plans and activities on major incidents are documented.
• Participating in post-incident root cause analysis (RCA) as required and follow up on improvement plans.
• Understanding and tracking outstanding actions, improvement plans for incidents escalated to Command Centre until closure.
• Providing monthly incidents trend updates to stakeholders, users and management.
• Managing incidents on a 24X7 on-call rotational basis (roster based)

The Profile

• You have a background in IT
• You are an excellent team player
• You have experience in managing incidents and coordinating recovery
• You are available for shift work on a rotational basis

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