Major Incident Resolution Specialist

3 weeks ago


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

Job Title: Major Incident Manager

Location: Manila and Cebu Philippines

As a Major Incident Manager, you will be responsible for:


  1. Acting as a Single Point of Contact (SPOC) for the customer to provide status updates during major incidents.
  2. Driving the Major Incident Bridge by involving relevant Resolver Groups and continuing discussions until the incident is resolved.
  3. Informing key stakeholders about the status of the major incident and confirming service restoration.
  4. Coordinating with SMEs for speedy resolution of major incidents.
  5. Ensuring major incidents are resolved within agreed Service Level Agreements (SLAs) with the customer.
  6. Taking preventive actions to minimize service and business impact in case of prolonged resolution times.
  7. Conducting thorough analysis and preparing Major Incident Reports (MIR) for each closed incident.
  8. Updating resolution procedures in the knowledge database and work log.
  9. Reviewing incidents with relevant team members to identify triggers, causes, and prevention strategies.
  10. Ensuring root causes are analyzed and identified through coordination with the Problem Management process.
  11. Coordinating with process managers to prevent recurring incidents.
  12. Providing monthly reports on the overall status of the Major Incident Management process.
  13. Conducting training and knowledge-sharing sessions to prevent future incidents.

Requirements:

  • 8-10 years of experience in driving service operations.
  • Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes.
  • Preferably ITIL Expert or minimum two ITIL Intermediate certifications.
  • Strong analytical, communication, presentation, and reporting skills.
  • Good leadership, people management, and operational skills.
  • Experience in ITIL practices.
  • Good written and verbal communication skills.
  • Experience in helpdesk environments.
  • Highly motivated individual with a positive and proactive attitude.
  • Ability to work in shifts and flexible schedules.
  • Ability to motivate staff.
  • Excellent team skills with the ability to listen and contribute to discussions and meetings.
  • Building and maintaining relationships.
  • End-to-end ownership for customer satisfaction through levels of support.
  • Planning and organization with the ability to work with virtual teams.
  • Virtual team management skills.
  • Relationship management for services and vendors.


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