Incident & Problem Management Officer

1 month ago


Metro Manila, Philippines H2 Software Consulting Services Inc. Full time

Qualifications:

Proven experience in incident and problem management within an IT environment.Strong analytical and problem-solving skills.Excellent communication and interpersonal abilities.Familiarity with ITIL or other ITSM frameworks is preferred.

Key Responsibilities:

Manage and prioritize incident and problem tickets from initiation to resolution.Leads and coordinates the response to major incidents, ensuring a rapid and effective resolution.Touchbase with Service Desk to supplement the updates for advisories/announcements.Collaborate with IT support teams to ensure timely and effective incident resolution.Prepare incident report for major incidents and other incidents as requested, follows through with the approval up to release of the final reportFacilitates the root cause analysis with different support units, identifying the root causes and permanent solutions.Follow through of problem tasks with support units to ensure completion of RCA and fixesAnalyze incident trends, identifying repeat issues and measures for incident reduction.Develop and maintain documentation related to incident and problem management processes.Generate and analyze performance metrics to drive continuous improvement.

 



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