Incident Manager

2 weeks ago

Manila, National Capital Region, Philippines NYGC Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Description

Project Role : Incident Manger

Location : Alabang Muntinlupa

Work setup : Hybrid

Requirements :

● Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field

● At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations

● Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction

● A solid understanding of the ITIL Incident & Change Management process

● Experience and knowledge of change management principles, methodologies and tools

● Willingness to render rotating shifts and should have no preference to schedule

● Possesses strong attention to detail, leadership, problem solving and analytical skills

● High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management

● Responds adequately to inquiries and complaints

● Managed multiple high priority initiatives in a fast paced, highly technical environment

● Experienced with any ticketing system, but experience in HDA ticketing tool is a

Able to develop and provide SLA's and KPI's

● ITIL Certification is a plus

A. Incident & Problem Management

● Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.

● Ensures the team follows the Standard Operation Procedures (SOP) 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.

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

Note : Interested candidate can directly reach out

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