Incident Control Specialist, Sr.

1 week ago

Ayala Alabang, National Capital Region, Philippines Stefanini Group Full time ₱800,000 - ₱1,200,000 per year


Details:

Job Title: Incident Analyst

The Incident Analyst for Content Collaboration applications will be responsible for performing production support, administrative and maintenance duties for assigned applications and systems. The Incident Analyst will have support responsibilities over mission critical enterprise systems/applications with a focus on Microsoft technologies like SharePoint Online, OneDrive, PowerApps, PowerAutomate, Office 365, MS-Teams and other. Working with cross-functional teams, the Incident Analyst will be required to provide solutions to incidents and problems reported by the users as well as execute user order requests related to the assigned set of applications and systems. Execution of activities related to system maintenance and documentation are also responsibilities of the role.

Duties and Responsibilities:

  • Process/handle tickets created in the Service Management tool implemented in BI related to the assigned systems/applications to support the processes of Incident/Problem Management. 
  • Perform day to day troubleshooting and technical assistance to provide solutions to the incidents and problems reported by the users. 
  • Create and maintain system documentation and Standard Operating Procedures as assigned in support of operational activities. 
  • Fulfill service requests and other user order requests. 
  • Understand existing applications/systems and their underlying architecture in assigned area of responsibility.
  • Monitor and route tickets to other functional teams as required. 
  • Maintain functional, updated and compliant assigned CCM (Collaboration and Content Management) systems/applications as necessary.


Details:

Experience:

  • IT professional with experience in multinational companies as an Incident Analyst (or similar). 
  • Knowledge of Microsoft technologies (Windows, SharePoint, MS-365, MS-Teams).
  • Knowledge of ITIL processes 
  • Knowledge of Service Management (ticketing) tools

Skills:

  • Good organizational skills.
  • Good client support skills.
  • Good troubleshooting skills.
  • Good communication skills and capable of establishing global relationships and communication skills with IT and Business colleagues.
  • Ability to communicate with clients in business terms rather than technical terms.
  • Ability to prioritize when working on multiple tasks to ensure timely delivery.
  • Good time management, prioritization, and multi-tasking skills.
  • Good critical analytical thinking and problem-solving skills
  • Ability to work and conduct research independently.

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