Incident Management Specialist

1 week ago

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

A. Incident & Problem Management

• Provides strategic 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.

• Being responsive to clients whilst following the principles and procedures of the quality management system.

• Identifies, analyzes problems and suggests improvements identified in their own area of responsibility and implementing those with a recognized business benefit.

• Responsible for critical incident debriefs.

• Provides detailed post incident reports.


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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