IT Incident Resolution Specialist

1 week ago


Taguig, National Capital Region, Philippines HCLTech Full time
Job Overview

HCLTech is seeking a highly skilled Incident Manager to join our team in Taguig, National Capital Region, Philippines.

Responsibilities
  • Validate incidents as major incidents by following established processes.
  • Communicate with senior management and initiate incident communication procedures.
  • Act as Duty Manager, coordinating support teams for swift incident resolution.
  • Notify users of impacted services and provide regular updates to stakeholders.
Required Skills and Qualifications
  • ITIL certification or 5 years of experience as an Incident Manager.
  • Knowledge of KPIs and CSL related to IT helpdesk operations.
  • Experience working with ServiceNow.
  • Advanced Excel skills and proficiency in Word, PowerPoint, and MS-Visio.
Benefits
  • HMO benefits for up to 3 dependents from the first day of employment.
  • Paid vacation and sick leave.


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