Incident Manager

4 weeks ago

Metro Manila Philippines Buscojobs Full time

Location: Taguig, National Capital Region

Salary: ₱ - ₱

Company: Y OneSearch Incorporated

Job Type: Full-time

Posted: 1 day ago

Job Description

Job Summary:

The Incident Manager (IMO) reports to the Head of the ESS-ITG-SMO-OD-IRD. Serves as the point of contact for all incidents of unplanned downtime/disruption of critical systems/applications of the Bank. Collaborates with all the support unit's representatives on resolving incidents affecting critical systems/applications the soonest possible time.

Role Exposure:

  • Receives incident reports from internal users of the Bank.
  • Validates classification of incidents as a major incident / disruption.
  • Serves as the point of contact for all major/critical incidents.
  • Manages / Performs the internal notification, executive alerts and escalation activities up to service recovery.
  • Determines scope of disruption with the support teams.
  • Leads the recovery for all major incidents / disruptions.
  • Accountable for the Technical Incident War Room.
  • Ensures that reported incidents are ticketed and tracked.
  • Forwards incident reports to concerned units for resolution/updating.
  • Coordinates with concerned support groups and personnel when major/critical incident occurs.
  • Logs significant updates to the tickets when available.
  • Conducts incident reviews as requested.
  • Creates reports as requested for major incident or disruption.
  • Recommends incidents that may be converted into problems.

Other Tasks:

  • Drives Initiatives to reduce incidents or optimize recovery.
  • Drives initiatives to reduce escalation and recovery time.
  • Serves as a Resource person in documenting and referencing current and previous incidents.
  • Participates in system/application test activities when requested.
  • Participates in planned and unplanned disaster recovery activities when assigned.
  • Performs other duties as may be assigned from time to time.

Work Setup: 100% onsite

Work Location: BGC Taguig or Pasay

Experience: 3+ years in Incident Management, Problem and Change Management and IT Operations

Qualifications
  • At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations
  • Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
  • A solid understanding of the ITIL Incident & Change Management process
  • Experience and knowledge of change management principles, methodologies and tools
  • Willingness to render rotating shifts
  • Strong attention to detail, leadership, problem solving and analytical skills
  • High level understanding of multiple IT Platforms and Infrastructure, with technical management, understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
  • Experience with any ticketing system; HDA experience is a plus
  • Able to develop and provide SLA's and KPI's
  • ITIL Certification is a plus

Benefits: Health insurance, Life insurance

Application Questions: How much is your asking salary? How soon can you start? Are you amenable to work in Alabang?

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