Incident Control Supervisor

6 days ago

Pasay, National Capital Region, Philippines Stefanini Group Full time

 
Job Description

Job Summary:

This position is responsible for developing, implementing, and maintaining technical incident control systems and activities. Responsibilities include defining and specifying the implementation of standards, methods, and procedures for identifying, managing, and resolving incidents to ensure the reliability and efficiency of company operations. 

This individual will oversee employees responsible for managing major incidents, ensuring timely and effective resolution of critical issues that impact business operations. They will also leverage AI tools and technologies to enhance incident control processes, identify patterns or trends, and recommend AI-driven solutions to improve response times, accuracy, and overall incident management effectiveness. Additionally, they will participate in operational reviews to contribute incident control requirements and considerations, ensuring systems and processes are optimized for rapid and effective resolution.

The role coordinates and supervises the daily activities of business, technical support, or production teams. The individual sets priorities for the team to ensure task completion, drives AI proficiency within the team, and coordinates work activities with other supervisors. Decisions are guided by policies, procedures, and the business plan, with guidance and oversight provided by the manager. 

Job Responsibilities:
  • Act as Single Point of Contact (SPOC) for client(s) as needed
  • Responsible for day to day delivery of Inciden Control Tower
  • Provide leadership, direction and coach/mentor team 
  • Implement, monitor and adhere to Best Practices
  • Implement process improvements
  • Manage to Scope of Work and Change of Scopes
  • Assist with new launches or new business with client(s)
  • Playing a key role in the account"s ability to meet and exceed contractual service level agreements. 
  • Ensuring all customer needs are prioritized and communicated to the appropriate resources for resolution. 
  • Invoking documented mitigation processes where applicable.
  • Facilitating regular team review meetings.
  • Identifying opportunities to minimize exceptions to processes, and propose framework for sustainable practice.
  • Monitoring the effectiveness and efficiency of the incident management process.
  • Detecting and preventing SLA and/or KPI breaches.
  • Coordinating the broadcasting of status updates to key stakeholders and resource and leadership teams.


Skills, Licenses, Knowledge, Education and Training Requirements:
  • Bachelor"s degree or four year equivalent preferred
  • Minimum of 2-3 years" experience working in IT or BPO management role or some combination of 2-3 years in IT or BPO operations
  • In-depth understanding of IT or BPO industry dynamics
  • Critical thinking and problem solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations
  • Excellent relationship skills
  • Superior verbal, written, facility and presentation skills
  • Collaboration and team leadership abilities
  • Effective time and project management skills
  • ITIL Foundations experience a plus (for ITO Service Delivery)
  • Attendance and schedule adherence are requirements of this position
  • Some travel will be required
  • May require additional project-specific training

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