Chief Incident Resolution Specialist
6 days ago
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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