Incident Management with Data Analytics experience

1 day ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱900,000 - ₱1,200,000 per year

Role: Incident Management (Individual Contributor)

Location: McKinley Hill, Taguig

Work Set Up: Onsite

Work Schedule: Graveyard Shift or Shifting Schedule

About This Role:

We are seeking a highly skilled Incident Manager with a strong background in data analytics to oversee and drive efficient incident management processes across the organization. This role requires a proactive leader who can manage high-priority incidents, perform data-driven root cause analyses, and deliver insights to improve operational performance and service quality.

The ideal candidate combines ITIL-based incident management expertise with advanced analytical and visualization skills to enhance decision-making and prevent future disruptions.

Required Qualifications/Skills:

  • BS in Information Technology, Computer Science, Engineering, or a related field (Master's degree preferred).
  • 3 to 5 years of experience in IT Incident Management or Service Operations, preferably within large-scale or enterprise environments.
  • Proven experience in data analytics, data visualization, and reporting (Power BI, Tableau, Excel, SQL, or Python).
  • Strong understanding of ITIL framework (ITIL v4 certification preferred).
  • Demonstrated experience in handling major incidents and coordinating across multiple technical teams under pressure.
  • Exceptional analytical, communication, and problem-solving skills.
  • Ability to present complex data and insights to technical and non-technical stakeholders effectively.
  • Experience with ServiceNow, BMC Remedy, or other ITSM tools is highly desirable.

Primary Duties and Responsibilities:

  • Validate an incident as major incident by following the process agreed.
  • Initiate senior management communication about major incident process.
  • Act as Duty Manager and involve the required support teams for faster resolution of incident.
  • Initiate user communication for services impacted.
  • Send ongoing updates to relevant stakeholders.
  • Set up and conduct Conference calls for Major Incidents if required.
  • Scheduling regular meetings to co-ordinate and discuss major incident.
  • Communicate summary of discussions to all participants.
  • Co-ordination with technical teams to provide quickest resolution for Major Incident.

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