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IT Incident Resolution Specialist

1 week ago

Manila, National Capital Region, Philippines Essilor Shared Services Philippines Incorporated Full time

Job Summary:

We are seeking a highly skilled IT Incident Resolution Specialist to join our team at Essilor Shared Services Philippines Incorporated. The successful candidate will be responsible for managing incidents and ensuring timely resolution, as well as coordinating with key stakeholders to resolve issues.

About the Role:

  • Provide direction in the management of incidents, ensuring timely resolution and compliance with SLAs.
  • Establish and maintain effective communication with IT and business stakeholders to ensure issue resolution.
  • Coordinate critical incidents affecting Client Business operations and document incident reports.
  • Responsible for all incident management activities during shifts and provide comprehensive shift turnover reports.
  • Ensure continuity of the incident and problem management process from one shift to another.

Requirements:

  • Bachelor's Degree in an IT-related field or equivalent experience.
  • At least 3 years of experience in Incident Management, Problem and Change Management, and IT Operations.
  • Strong verbal and written communication skills, with ability to translate technical information to business terminology.
  • Solid understanding of ITIL Incident & Change Management processes.

About Us:

Essilor Shared Services Philippines Incorporated is a leading provider of IT services, dedicated to delivering high-quality solutions to our clients. We offer a dynamic work environment and opportunities for growth and development.