Incident Manager

3 weeks ago

Taguig, Philippines HCLTech Full time

HCLTech Taguig, National Capital Region, Philippines Responsibilities Lead and coordinate the end-to-end incident management process, ensuring timely resolution of critical and major incidents. Serve as the primary point of escalation for high-impact incidents, ensuring communication and alignment across stakeholders. Perform trend analysis and data‑driven investigations to identify recurring incidents, root causes, and opportunities for service improvement. Develop and maintain incident dashboards and reports using tools such as Power BI, Tableau, or equivalent. Collaborate with Problem Management, Change Management, and Technical Teams to ensure effective resolution and prevention strategies. Drive post‑incident reviews (PIRs) and produce comprehensive incident reports with actionable insights. Establish and monitor incident KPIs and SLAs, leveraging analytics to measure efficiency and drive continuous improvement. Use predictive analytics to anticipate incident risks and implement proactive measures. Partner with IT Service Delivery and Operations teams to enhance process maturity and resilience through data insights. Support the automation of reporting, escalation, and root‑cause identification processes using analytical tools and scripting (e.g., Python, SQL, Power Automate). Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (Master’s degree preferred). 5+ years of experience in IT Incident Management or Service Operations, preferably within large‑scale or enterprise environments. Proven experience in data analytics, data visualization, and reporting (Power BI, Tableau, Excel, SQL, or Python). Strong understanding of the ITIL framework (ITIL v4 certification preferred). Demonstrated experience in handling major incidents and coordinating across multiple technical teams under pressure. Exceptional analytical, communication, and problem‑solving skills. Ability to present complex data and insights to technical and non‑technical stakeholders effectively. Experience with ServiceNow, BMC Remedy, or other ITSM tools is highly desirable. Benefits Opportunity to drive meaningful impact through data‑driven decision‑making in IT operations. Collaborative, innovative, and growth‑focused work culture. Exposure to modern technologies and enterprise‑scale incident management frameworks. Highly competitive and flexible package salary. HMO Benefits since Day 1 (including up to 3 dependents). #J-18808-Ljbffr

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