Incident Lead

2 days ago

Clark Freeport Zone Pampanga Philippines TRT Shared Services, OPC Full time $80,000 - $120,000 per year

Job Title: Incident Lead

Key Responsibilities:

  • Overseeing the TRT ISO 9000 certified incident and problem management process and working with team members involved in resolving the incident.
  • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
  • Prioritizing incidents according to their urgency and influence on the business.
  • Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
  • Collaborating with the incident management team to ensure that all protocols are diligently followed.
  • Logging all incidents and their resolution to see if there are recurring malfunctions.
  • Adjusting the incident management process as required to ensure its effectiveness.
  • Escalating to technical services manager (TSM) and Director (TSD) along to respective Client Account Management (CAM) if escalations occur in the resolution of client issues.
  • Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
  • Owns the process and supporting documentation for the process from a strategic and tactical perspective. Incident Lead 10th Floor One West Aeropark Building Unit 1W-1004 Clark Global City, Clark Freeport Zone, Mabalacat City, Pampanga 2023
  • Responsible for process assuring all changes to the process and development of process improvement plans.
  • Defines policies for client engagement regarding the process.
  • Ensures that the process is fit for the deliverables and client service levels.
  • Process Design
  • Process Improvement
  • Accountable for the overall process efficiency and effectiveness
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Ensure the design of the Incident process aligns with the business and industry best practices.
  • Works in conjunction with Compliance Service Improvement (CSI)

Requirements:

  • Bachelor's degree in information technology, engineering, or a related field.
  • At least three years' experience working in IT service management, or a similar role.
  • Strong knowledge of IT service management software including ITIL and COBIT.
  • Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
  • Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Strong problem-solving, analytical, and time-management skills

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