Job Summary
The position is primarily responsible for identifying problems, analyzing the root causes of incidents, and recommending fixes to recognize errors. The position is also responsible for implementing long-term solutions to manage the service problems and support IT service reliability and performance.
Duties And Responsibilities
- Incident Management
- Captures the details of reported error and leads the problem identification.
- Analyzes registered error and identifies patterns and trends. Assesses the incident and coordinates effort to mitigate the impact.
- Conducts thorough investigations of critical incidents to determine underlying problems and their root causes.
- Recommends solutions for recognized errors and advises on appropriate actions.
- Implements long-term solutions to support the business operations.
- Ensures problem management practices are aligned with ITIL standards and organizational governance frameworks.
- Maintains detail records of incidents, their resolutions, and the steps taken.
- Keeps abreast of the current trends and best practices in problem management to maintain consistency and efficiency in providing service reliability and performance.
- Others
- Provides coaching to new and junior members of the team.
- Makes recommendations on matters pertinent to business operations and other related activities.
- Participates actively during staff meetings, training programs and other professional development work.
- Performs other related duties as assigned.
Qualifications
- Graduate of Computer-related, Engineering or Math-related courses
- At least three (3) years of work-related experience in IT service management or incident/problem management
- Willing to work in Makati
