Incident Management Specialist

4 weeks ago


Ayala Alabang, National Capital Region, Philippines Hunter's Hub Incorporated Full time
Job Description

A. Incident & Problem Management

  • Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
  • Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
  • Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.
  • Serves as the point person in the coordination of critical incidents affecting the Client Business operations.
  • Ensures communication is sent out to Client Global IT stakeholders, and documents the incident through the incident report.
  • Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap.

B. Change Management

  • Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process.
  • Ensures that change records meet the policies before presentation to CAB.
  • Facilitates the CAB review meeting and ensures all changes are reviewed and approved before implementation.
  • Monitors the progress of the changes.
  • Ensures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standards.
  • Audits and manages the process lifecycle and reports to upper management.
  • Communicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.
  • Facilitates the approval of Emergency and Urgent changes when necessary.
  • Produces Weekly and Monthly reports for Change Management.
  • Educates the team on the Change Management process.


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