Senior Crisis Manager

5 days ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

At BEST CAREERS AND OPPORTUNITIES, we are seeking a highly skilled and experienced Critical Service Manager to join our team.

About the Job

This is a challenging and rewarding role that requires strong leadership, analytical, communication, presentation, and reporting skills. As a Critical Service Manager, you will be responsible for driving the service operations, managing the Incident Management and Major Incident Management processes, and ensuring that all incidents are resolved within agreed Service Level Agreements (SLAs).

You will act as a Single Point of Contact (SPOC) for customers, providing regular status updates during major incidents, and coordinating with Resolver Groups to drive the MI Bridge process. You will also inform key stakeholders on incident status and ensure speedy resolution through collaboration with Subject Matter Experts (SMEs).

The ideal candidate should have at least 8-10 years of experience in driving service operations and managing IM and MIM processes. ITIL Expert or two Intermediate certifications are preferred. Strong analytical, communication, presentation, and reporting skills are essential, along with good leadership, people management, and operational skills.

Key Responsibilities
  • Act as SPOC for customers during major incidents
  • Drive the MI Bridge process through Resolver Groups
  • Inform key stakeholders on incident status
  • Coordinate with SMEs for speedy resolution
  • Ensure incident resolution within SLAs
  • Conduct thorough analysis and prepare Major Incident Reports
  • Update resolution procedures in knowledge database/Work log
  • Conduct review meetings to identify incident triggers and causes
  • Coordinating with Problem Management process to analyze root cause
  • Provide periodical reports on overall status of Major Incident Management Process
  • Conduct training/knowledge sharing sessions across teams/new joiners
Requirements
  • 8-10 years exp in driving service operations
  • Min 8 year of experience in managing IM and MIM processes
  • ITIL Expert or Min two ITIL Intermediate certified professional
  • Strong analytical, communication, presentation, and reporting skills
  • Good leadership, people management, and operational skills
  • Experience in helpdesk environment
  • Highly motivated individual with positive attitude and willingness to improve operational efficiency
  • Ability to work in shift and flexible schedule
  • Excellent team skills with ability to listen and contribute to discussions
Salary and Benefits

We offer an attractive salary package including a competitive base salary of $80,000 - $110,000 per annum, depending on experience and qualifications, plus additional benefits such as comprehensive health insurance, retirement plan, and generous paid time off.

What We Offer

We offer a dynamic and supportive work environment, opportunities for career growth and professional development, and a chance to work with a talented and experienced team.

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