Seeking a Senior Incident Investigation Manager to own and drive the resolution of Major Incidents (P1/P2) in a complex, multicultural environment. The role ensures rapid recovery, strong cross-team coordination, executive communication, and continuous improvement of incident management processes.
Mandatory Skill(s)
- Must have 8–12+ years of overall IT experience, with 5–7+ years in Major Incident Management / IT Service Management;
- Must have hands-on experience managing P1/P2 Major Incidents in large, complex enterprise environmenta;
- Must have knowledge of ITIL Incident, Problem, and Crisis Management processes;
- Ability to lead and coordinate cross-functional technical teams during high-pressure situations;
- Excellent verbal and written communication skills, including executive-level stakeholder management;
- Experience in post-incident reviews, root cause analysis, KPI reporting, and process improvement;
- Willing to work in a shift (between 8:30 am – 1 am SGT) and on-call (rotation) during weekdays and weekends.
Desirable Skill(s)
- ITIL certification (ITIL v3 / ITIL 4);
- Experience in banking / financial services or other regulated environments;
- Hands-on exposure to Crisis Management and executive-level incident escalation.
Responsibilities
- Own and lead end-to-end resolution of Major Incidents (P1/P2) to ensure rapid service restoration;
- Coordinate cross-functional technical teams and manage escalations, including activation of crisis management when required;
- Drive clear, timely communication to senior management and key stakeholders throughout incident lifecycle;
- Facilitate war rooms, decision-making, and conflict resolution to achieve timely outcomes;
- Lead post-incident reviews, root cause analysis, and publish high-quality incident and post-mortem reports;
- Track incident KPIs, identify trends, and drive continuous improvement in incident management processes.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Nisha Kumari at nisha.k@sciente.com quoting the job title.
