Incident Management Specialist
7 days ago
We are seeking a skilled Incident Manager to join our team at BEST CAREERS AND OPPORTUNITIES in Manila and Cebu, Philippines. As an Incident Manager, you will play a critical role in ensuring the smooth operation of our services by driving incident management processes and collaborating with cross-functional teams.
The ideal candidate will have 8-10 years of experience in service operations, with a minimum of 8 years of experience in managing IM and MIM processes. They should also possess ITIL Expert certification or equivalent. Strong analytical, communication, presentation, and reporting skills are essential for this role.
Key Responsibilities:
- Act as a Single Point of Contact (SPOC) for customers during major incidents, providing regular updates on incident status.
- Drive the Major Incident Bridge process, involving relevant resolver groups and stakeholders to ensure timely resolution.
- Inform key stakeholders on incident status and communicate confirmed service restoration.
- C coordinate with Subject Matter Experts (SMEs) to resolve major incidents efficiently.
- E nsure that major incidents are resolved within agreed-upon Service Level Agreements (SLAs).
- T ake preventive actions to minimize service impact when resolution time is high.
- Conduct thorough analyses and prepare Major Incident Reports (MIRs) after incident closure.
- Update resolution procedures in knowledge databases and work logs.
- Review incidents with team members to identify triggers, causes, and prevention strategies.
- I dentify root causes through problem management coordination.
- P rovide periodic reports on the overall status of the Major Incident Management Process.
- C oncuct training/knowledge sharing sessions across teams to prevent future major incidents.
Requirements:
- 8-10 years of experience in service operations.
- Minimum 8 years of experience in managing IM and MIM processes.
- ITIL Expert certification or equivalent.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience in helpdesk environments.
- Ability to work in shift schedules and flexible hours.
- Excellent team skills with ability to listen and contribute to discussions.
Estimated Salary: PHP 150,000 - PHP 200,000 per annum, depending on qualifications and experience. This is a competitive salary range based on industry standards and the location of Manila and Cebu, Philippines.
About BEST CAREERS AND OPPORTUNITIES:
We are a leading recruitment agency dedicated to helping professionals find their ideal career opportunities. Our expertise spans multiple industries, and we pride ourselves on delivering exceptional results. If you are a motivated individual with a passion for incident management, we encourage you to apply for this exciting opportunity.
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