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Incident and Problem Resolution Expert

2 weeks ago

Manila, National Capital Region, Philippines Okada Manila Full time

About the Role

The Incident and Problem Resolution Expert will play a critical role in ensuring the smooth operation of our IT services. This is an exciting opportunity for an experienced professional to join our team and contribute to the success of Okada Manila.

Key Responsibilities

  • Lead the problem management process to investigate and analyze recurring incidents to determine root causes
  • Develop and implement strategies for resolving problems and preventing future incidents by identifying and eliminating root causes
  • Work with cross-functional teams to implement permanent solutions, including corrective actions and workarounds
  • Provide regular updates on problem status, including resolution timelines and root cause analysis
  • Ensure that problem records are created, tracked, and resolved in alignment with ITIL best practices

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
  • Minimum 3 years experience in incident and problem management in an IT service management environment
  • Strong knowledge and practical experience with ITIL frameworks and best practices