Job DescriptionAs a Senior Incident Manager, you will be part of our incident management team and key contributor for the execution of incident management processes within the organization. Your role is pivotal in ensuring that high-priority incidents are efficiently resolved, service disruptions are minimized, and continuous improvement initiatives are implemented.With a focus on ITIL principles, you will also drive the refinement and optimization of incident management processes, aligning them with organizational goals and objectives.Successful candidate is required to work on 12 hours rotational shift What you'll need to bring to the teamIncident identification and logging: Oversee the timely identification and logging of critical and major incidents, ensuring accurate capture of incident details and classification according to severity levels.Incident prioritization and categorization: Lead the assessment and prioritization of incidents based on their impact and urgency, categorizing them appropriately for efficient resource allocation and escalation.Incident investigation and diagnosis: Direct the investigation and diagnosis of incidents to determine their root causes, coordinating with technical teams and subject matter experts as needed.Incident resolution and service restoration: Drive incidents towards swift resolution or service restoration, orchestrating the efforts of cross-functional teams and adhering to internal processes.Post-incident review and analysis: Collaborate with Problem Management practice in post-incident reviews to analyze the causes and contributing factors of incidents, identifying areas for improvement and implementing corrective actions to prevent recurrence.Stakeholder management and communication: Maintain effective communication and collaboration with stakeholders, including IT teams, business units, and senior management, to ensure alignment of incident management activities with organizational objectives.Performance monitoring and reporting: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of incident management processes, providing regular reports and insights for management review.Continuous improvement initiatives: Champion a culture of continuous improvement within the incident management function, identifying opportunities to enhance processes, tools, and capabilities. Influence enhanced service stability and availability.Knowledge management and documentation: Promote knowledge sharing and documentation of incident resolution procedures, contributing to the development of a comprehensive knowledge base for future reference.Team Collaboration: Foster collaborative environment amongst the peer group of incident managers, promoting knowledge sharing, cross-training and collective problem-solving. Act as ambassador of the higher-level management within the team.Must be available via cell phone for necessary coverage off-hours incidents as part of rotation schedule.QualificationsRequired Experience 5+ years in IT Operations or Service Management environmentProven experience in leading or managing incident management teams.Strong analytical, organizational, and problem-solving skills with the ability to analyze complex issues and drive effective solutions.Strong customer, communication skills with the ability to communicate technical issues to non-technical customers.Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.Ability to collaborate effectively with cross-functional teams and stakeholders to achieve common goals and objectives.Strong Skills in managing stakeholders at various levels, with ability to build and maintain positive relationships.Ability to apply technical analysis of application issues to solve customer reported problems.Ability to work well within a team to learn and share knowledge.QualificationMust Possess at least Bachelor's Degree, Post Graduate Diploma/ Computer Science and Technology or equivalent.ITIL v4 Specialist: Monitor, Support & Fulfill or ITIL v3 Intermediate: Service Operations is required.COBIT / ISO 20000 is a plus.Lean Six Sigma knowledge is a plus.Experienced in project related to continuous improvement and process management.Strong communication skills (verbal and written)Driven and passionate of IT service DeliveryAdditional InformationOur uniqueness is that we truly value yours.Experian Asia Pacific's culture, people, flexibility and environments are key differentiators. We take our people and equal opportunity agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We're an award winning organisation due to our strong people focus (Great Place To Work, Top Employer and Employer of Choice).Experian Asia Pacific leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives our success. Everyone can succeed at Experian, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking here
