Incident Management Expert

1 month ago


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

We are seeking an experienced Incident Management Expert to join our team at BEST CAREERS AND OPPORTUNITIES. In this role, you will be responsible for driving the service operations and managing the IM and MIM processes.

About Us:
BEST CAREERS AND OPPORTUNITIES is a leading provider of exceptional career opportunities. We offer a dynamic work environment and a competitive salary package.

Key Responsibilities:
- Act as a Single Point of Contact (SPOC) for customers to provide status updates during major incidents.
- Drive the MI Bridge by involving relevant Resolver Groups and facilitating discussions until the incident is resolved.
- Inform key stakeholders about incident status and confirm service restoration.
- Coordinate with SMEs for efficient resolution of major incidents.
- Ensure incidents are resolved within agreed SLAs with customers.
- Take preventive actions to minimize service and business impact in case of prolonged resolution times.
- Conduct thorough analyses and prepare Major Incident Reports (MIRs) after incidents are closed.
- Update resolution procedures in knowledge databases and work logs.
- Conduct review meetings to identify triggers, causes, and prevention strategies for future incidents.
- Analyze incident causes and identify root causes through coordination with problem management processes.
- Collaborate with process managers to prevent recurring incidents.
- Provide monthly reports on the overall status of Major Incident Management Process.
- Conduct training and knowledge-sharing sessions across teams to prevent future incidents.

Requirements:
- 8-10 years' experience in driving service operations.
- Minimum 8 years of experience in managing IM and MIM processes.
- ITIL Expert or two Intermediate certified professionals preferred.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience in helpdesk environments and exposure to ITIL practices.
- Ability to work in shifts and flexible schedules.
- Excellent team skills, ability to motivate staff, and build relationships.

Benefits:
- Competitive salary: PHP 450,000 - PHP 600,000 per annum.
- Opportunity to work with a dynamic team and contribute to the growth of BEST CAREERS AND OPPORTUNITIES.
- Professional development and training opportunities.

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