Incident Manager

4 weeks ago

Makati City, National Capital Region, Philippines Robert Walters Full time

An IT Incident Manager job has opened at an international research firm.

Our client is seeking a dedicated and experienced Incident Manager to join their Global Service Management team. This role is integral to the smooth operation of the organisation's technology services, ensuring that incidents are swiftly resolved and business operations continue with minimal disruption. The successful candidate will be responsible for developing and managing standard methodologies in Incident Management, driving service restoral efforts during outages, and maintaining close partnerships with other service support teams. This is an exciting opportunity to work in a dynamic environment where your skills and expertise will be highly valued.

  • Integral member of the Global Service Management team
  • Responsible for developing and managing standard methodologies in Incident Management
  • Opportunity to work in a dynamic environment with a focus on continual improvement

What you'll do:

As an Incident Manager, you will play a pivotal role in ensuring the efficiency and effectiveness of our client's technology services. You will be responsible for coordinating resources to address critical incidents requiring attention from all technology teams. Your hands-on approach will be crucial in directing major incident recovery efforts, creating and auditing incident response standards, and maintaining service levels across all teams who manage the technology used to deliver and support services. Your commitment to continuous improvement will drive enhancements in the Incident Management process, contributing significantly to the success of the organisation.

  • Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies
  • Standardise and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis
  • Manage a team of Senior Incident Management Analysts that ensure the incident management process & major incident management process are being adhered to by the Core Technology Teams & all other teams that interface with the Core Technology domain
  • Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)
  • Assess business impact of incidents using sound customer facing judgement
  • Ensure that all incidents are logged and documented appropriately in the system of record

What you bring:

The ideal candidate for this Incident Manager role brings a wealth of experience in IT Service Management with a strong focus on Incident Management. You will have a deep understanding of ITIL or other incident management frameworks and be proficient in troubleshooting techniques. Your strong communication skills will enable you to effectively liaise with both technical and non-technical stakeholders, ensuring incidents are managed efficiently and effectively. Your leadership and decision-making skills will be crucial in prioritising incidents and allocating resources effectively. Additionally, your problem-solving skills will be key in accurately assessing incident severity and impact.

  • Strong knowledge of Incident Management processes such as ITIL (Information Technology Infrastructure Library)
  • Proficiency in troubleshooting techniques
  • Understanding of Service Level Agreements (SLA) for prioritising incidents based on their impact on business operations
  • Proficient in various communication channels and protocols, including email, phone, chat, and incident management tools
  • Understanding of Change Management processes
  • Familiarity with common security threats, vulnerabilities, and countermeasures to mitigate risks and prevent incidents

What sets this company apart:

Our client is a globally recognised institution with a commitment to excellence in all areas of their work. They offer a dynamic and inclusive work environment where innovation and continuous improvement are highly valued. Their focus on employee development and support makes them an employer of choice for professionals seeking growth and advancement opportunities. With a strong emphasis on work-life balance, they provide flexible working arrangements that cater to the diverse needs of their employees.

What's next:

Ready to take the next step in your career? Don't miss this exciting opportunity

Apply today by clicking on the link

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

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