Job Description
About the role The Incident Manager role drives timely resolution, ensures effective communication with both internal and external stakeholders, and supports post-incident reviews to identify root causes and capture lessons learned, preventing recurrence. Key responsibilities Lead the end-to-end incident management process, ensuring prompt response and proper escalation of incidents. Coordinate across technical teams, vendors, and stakeholders to drive swift and effective resolution. Act as the central point of contact and decision-maker during incident situations. Manage communications across all organizational levels, from operational teams to executive leadership. Analyze incidents to identify trends and recurring issues. Ensure all incidents are accurately documented in accordance with Incident Management processes. Monitor, track, and report Incident Management metrics in line with defined KPIs. Conduct post-incident reviews to capture lessons learned and ensure completion of improvement actions. Collaborate with internal stakeholders to prepare regulatory reports (e.g., MAS incident reports for RI/PNI cases). Drive continuous improvement initiatives based on incident data and analysis. About you 5–6 years of experience in incident management within a financial institution or regulated environment. ITIL v3 or v4 Foundation certification preferred. Relevant technical certifications (e.g., AWS, Azure, Cisco) are an advantage. Strong verbal and written communication skills, with the ability to clearly articulate complex issues. Good understanding of MAS Technology Risk Management Guidelines (TRMG). Foundational knowledge of IT infrastructure, including servers, networks, databases, and cloud platforms. Proven experience in managing complex incident resolution and root cause analysis across multi-vendor and multi-platform environments. Familiarity with monitoring and alerting tools such as ELK or SolarWinds is beneficial. Self-driven, proactive, and able to work in
