IT Service Delivery Coordinator

7 days ago


Manila, National Capital Region, Philippines FFDMS Philippines Corp. Full time
About the Role:

The Incident Response Controller is responsible for managing and administering client CAREs within the corporate HEAT system. This involves observing Quality Management and Technical and Professional Services procedures, participating with TaPS technical teams, and coordinating tasks with the Quality Management Team.

Duties also include maintaining incident and problem records, conducting post-incident investigations, and developing formal incident reports. The Incident Response Controller must communicate incident events to BPO business representatives as required and assist in identifying service improvements to increase customer satisfaction and process efficiencies.

This role requires strong analytical and problem-solving skills, as well as the ability to work effectively in a team environment.



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