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Incident Response Specialist

2 weeks ago

Manila, National Capital Region, Philippines FFDMS Philippines Corp. Full time
Job Description:

The Incident Response Controller plays a pivotal role in ensuring the effective management and administration of client CAREs within the corporate HEAT system. Key responsibilities include observing Quality Management and Technical and Professional Services procedures, participating with TaPS technical teams to meet incident and problem management service levels, and coordinating tasks with the Quality Management Team.

Additional duties involve maintaining incident and problem records, conducting post-incident investigations, developing formal incident reports, and communicating incident events to BPO business representatives as required. The Incident Response Controller also assists in identifying service improvements to increase customer satisfaction and process efficiencies.

This role requires strong administrative and documentation skills, as well as the ability to prioritize incidents and problems according to client SLA's and defined target dates. Escalation to IT Service Manager and/or General Manager Information Security and Governance may be necessary in certain situations.