Chief Incident Resolution Specialist

1 month ago


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

Location: Manila and Cebu, Philippines

Job Title: Chief Incident Resolution Specialist

The primary role of the Chief Incident Resolution Specialist is to manage and resolve major incidents in a timely manner. This involves acting as a Single Point of Contact (SPOC) for customers, providing regular status updates on major incidents.

The successful candidate will have a strong background in ITIL practices and be able to drive service operations effectively. They will also possess excellent analytical, communication, presentation, and reporting skills.

Key Responsibilities:

  • Acting as SPOC for customers and providing regular status updates on major incidents.
  • Driving the MI Bridge process by involving all relevant resolver groups and continuing discussions until major incidents are resolved.
  • Informing key stakeholders on the status of major incidents and after confirming service restoration.
  • Coordinating with SMEs for speedy resolution of major incidents.
  • Ensuring major incidents are resolved within agreed SLAs.
  • Taking preventive actions to minimize service and business impact in case resolution time seems high.
  • Conducting thorough analysis and preparing Major Incident Reports (MIRs) for every major incident after it's closed.
  • Ensuring all resolution procedures are updated in the knowledge database/work log.
  • Conducting review meetings with relevant members to identify triggers for major incidents, what caused them, and how to prevent such incidents happening in future.

Required Skills and Qualifications:

  • 8-10 years' experience in driving service operations.
  • Min 8 years of experience in managing IM and MIM processes.
  • ITIL Expert or Min two ITIL Intermediate certified professionals.
  • Strong analytical, communication, presentation, and reporting skills.
  • Good leadership, people management, and operational skills.
  • Exposure to ITIL practices.
  • Good written and verbal communication skills.
  • Experience in helpdesk environment.
  • Highly motivated individual with a positive and proactive attitude to work.

Estimated Salary: ₱850,000 - ₱1,050,000 per annum



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