Critical Incident, Change And Problem Lead

4 days ago

Metro Manila Philippines Buscojobs Full time

Job Description

Critical Incident Change And Problem Lead

Posted today

Responsibilities
  • Incident & Problem Management: Provides direction in end-to-end incident management, ensures SOPs are followed to restore IT services within SLA, maintains communications with key IT and business stakeholders, coordinates critical incidents, prepares incident reports, and delivers comprehensive shift turnover and recap reports.
  • Change Management: Oversees adherence to Change Management policies, ensures change records meet policies before CAB, facilitates CAB reviews, monitors progress, properly categorizes and documents changes, audits lifecycle, communicates change pipelines and status, approves emergency or urgent changes when necessary, and produces weekly and monthly Change Management reports. Educates the team on Change Management processes.
  • Problem Management (Lead responsibilities across related roles): Lead end-to-end Problem Management, conduct root cause analysis for high-impact issues, maintain Known Error Database, identify trends, collaborate with technical teams for permanent solutions, maintain problem records and PIRs, manage Change-related activities in ITSM tools, and provide regular reports on trends and corrective actions.
  • Organizational Change Management & Transformation (Additional roles): Assess impact and readiness, identify stakeholders, manage risk and resistance, monitor issues, oversee multiple change initiatives, align change efforts with transformation goals, integrate change into project plans, measure adoption, and assist in training design and rollout. Possible engagement with enterprise transformation projects and digital initiatives.

Job Qualifications:

  • Bachelor's degree in IT-related, Management, Engineering or Computer Science fields.
  • At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations.
  • Strong verbal and written communication, ability to translate technical information to business terms; experience with Client, Vendor and stakeholder interaction.
  • Solid understanding of ITIL Incident & Change Management processes; experience with change management principles, methodologies and tools.
  • Willingness to work rotating shifts; attention to detail, leadership, problem solving and analytical skills.
  • High-level understanding of multiple IT platforms and infrastructure; strong technical management, coordination and quality management.
  • Experience with ticketing systems; familiarity with HDA is a plus; ability to develop and provide SLAs and KPIs; ITIL certification is a plus.

Job Type: Full-time

  • On-site in Makati/PSBank Center Makati or related locations as stated
  • Contract-based or fixed-term arrangements; initial term around 6 months
  • Health insurance, 13th month pay, completion bonus, laptop provided, HMO/Health card, paid training, opportunities for promotion
Additional Details

Location notes: Makati City, National Capital Region. Posted today. This listing includes multiple mentions of related roles such as Change Management Lead, Problem and Change Management Lead, and Organizational Change Management Lead with overlapping qualifications and responsibilities.

Application Information

Posted today

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