Key Responsibilities:
- Overseeing the TRT ISO 9000 certified incident and problem management process and working with team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Escalating to technical services manager (TSM) and Director (TSD) along to respective Client Account Management (CAM) if escalations occur in the resolution of client issues.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
- Owns the process and supporting documentation for the process from a strategic and tactical perspective. Incident Lead 10th Floor One West Aeropark Building Unit 1W-1004 Clark Global City, Clark Freeport Zone, Mabalacat City, Pampanga 2023
- Responsible for process assuring all changes to the process and development of process improvement plans.
- Defines policies for client engagement regarding the process.
- Ensures that the process is fit for the deliverables and client service levels.
- Process Design
- Process Improvement
- Accountable for the overall process efficiency and effectiveness
- Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.
- Promote and reinforce adherence to the process and policies associated with Incident Management
- Ensure the design of the Incident process aligns with the business and industry best practices.
- Works in conjunction with Compliance Service Improvement (CSI)
Requirements:
- Bachelor's degree in information technology, engineering, or a related field.
- At least three years experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL and COBIT.
- Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
- Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem-solving, analytical, and time-management skills
Salary: ₱125,000 – ₱150,000 per month
