Senior Incident Resolution Manager
4 days ago
Job Title: Senior Incident Resolution Manager
Location: Manila and Cebu, Philippines
Company Overview:Best Careers and Opportunities is a leading organization that provides exceptional job opportunities to talented individuals. We are committed to delivering top-notch services and fostering a positive work environment.
Salary:Estimated Salary Range: $8,000 - $10,000 per annum
Job Description:We are seeking an experienced Senior Incident Resolution Manager to join our team. The successful candidate will be responsible for driving the incident management process, ensuring timely resolution of major incidents, and maintaining excellent relationships with customers and stakeholders.
Key Responsibilities:- Act as a Single Point of Contact (SPOC) for customers, providing regular updates on major incident status
- Drive the incident management process, involving relevant resolver groups and stakeholders to ensure effective resolution
- Inform key stakeholders on major incident status and service restoration
- Coordinate with Subject Matter Experts (SMEs) to resolve major incidents efficiently
- Ensure major incidents are resolved within agreed Service Level Agreements (SLAs)
- Take preventive measures to minimize service and business impact during high-resolution times
- Conduct thorough analysis and prepare Major Incident Reports (MIRs) for each closed major incident
- Update knowledge databases and work logs with resolution procedures
- Review meetings with relevant members to identify major incident triggers and prevent future occurrences
- Coordinate with Problem Management to analyze causes and identify root causes
- Collaborate with process managers to avoid reoccurring major incidents
- Provide monthly reports on the overall status of the Major Incident Management Process
- Conduct training sessions to new joiners and teams to prevent major incidents
- 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 two ITIL Intermediate certifications
- Strong analytical, communication, presentation, and reporting skills
- Good leadership, people management, and operational skills
- Exposure to ITIL practices
- Excellent written and verbal communication skills
- Experience in helpdesk environments
- Highly motivated individual with a positive and proactive attitude
- Ability to work flexible schedules and motivate staff
- Excellent teamwork skills with ability to listen and contribute to discussions and meetings
As a Senior Incident Resolution Manager at Best Careers and Opportunities, you will enjoy a competitive salary range, comprehensive benefits package, and opportunities for growth and development.
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