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Incident Response Specialist

1 week ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

Job Description

 

Key Responsibilities:

  • Act as the Single Point of Contact (SPOC) for customers, providing timely status updates during major incidents.
  • Drive the Major Incident Bridge, engaging relevant resolver groups and facilitating discussions until the incident is resolved.
  • Inform key stakeholders on incident status and confirm service restoration.
  • Coordinate with Subject Matter Experts (SMEs) to expedite major incident resolution.
  • Ensure incidents are resolved within agreed Service Level Agreements (SLAs).
  • Take proactive measures to minimize service and business impact in case of prolonged resolution times.
  • Analyze incidents, prepare a Major Incident Report (MIR), and conduct root cause analysis.
  • Update knowledge databases and work logs with resolution procedures.
  • Conduct review meetings to identify incident triggers, causes, and preventive measures.
  • Cross-functional collaboration with process managers to prevent recurring incidents.
  • Provide regular reports on the Major Incident Management Process's overall status.
  • Deliver training and knowledge-sharing sessions to ensure team awareness and prevention of similar incidents.

 

Required Skills and Qualifications:

  • 8-10 years of experience driving service operations.
  • Minimum 8 years of experience managing Incident Management (IM) and Major Incident Management (MIM) processes.
  • ITIL Expert or minimum two ITIL Intermediate certifications.
  • Strong analytical, communication, presentation, and reporting skills.
  • Good leadership, people management, and operational skills.
  • Familiarity with ITIL practices.
  • Excellent written and verbal communication skills.
  • Experience in helpdesk environments.
  • Motivated individual with a positive attitude, willingness to improve operational efficiency through innovation.
  • Ability to work flexible schedules and motivate staff.
  • Exceptional team skills, including active listening and contributing to discussions and meetings.
  • Relationship building and maintenance skills.
  • End-to-end ownership for customer satisfaction.
  • Planning, organization, and virtual team management skills.
  • Vendor interface relationship management.