Incident Management Analyst I

6 days ago

Makati City, National Capital Region, Philippines Fidelity International Resource Management, Inc. Full time

Job Posting Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

Role location: Hybrid (three days in-office, two days virtual)

The Team

This role manages computing environment to protect production systems that is critical to business success. This is related to managing incidents in relation to ATM operations and other related systems.

What you will be doing :

  • Act as focal point for incident review and escalation if necessary.
  • Support a computer operations environment that meets all service level agreements, availability, response time parameters, etc. and availability targets.
  • Works across a wide array of product lines and engages various levels of management on a day to day basis.
  • Use ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
  • Develop, coordinate and promote incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
  • Engagement following onset of a production incident.
  • Provide immediate tactical response and coordination minimizing duration of service interruptions.
  • Consult with other teams on proper integration and correlation of the incident management process and their respective areas.
  • Provide regular incident bulletins to teams concerning open or ongoing incidents.
  • Ensure effective and rapid response to major incidents.
  • Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process.
  • Other related duties assigned as needed.

What you bring :

  • Must have at least 2 years of work experience as Incident Management Analyst for ATM Operations.
  • Experience in handling tickets or incidents
  • Must have a good understanding on ATM fault, dispatch, onlining and deployment is a big plus.
  • Amenable to work in Bonifacio Global City and currently located in Metro Manila.
  • Open to work with shifting schedules.
  • Considerable knowledge of incident management principles, procedures and techniques
  • Ability to apply analysis and creative thinking when solving problems and conflict
  • Ability to provide acute attention to detail
  • Ability to communicate effectively to all levels within the organization
  • Good communications skills
  • Highly trainable and has willingness to learn the processes and new skills
  • Flexibility and adaptability in a working environment
  • Good attention to details critical thinking skills

What we offer you :

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

  • Flexible and creative work environment
  • Diverse and collaborative atmosphere
  • Professional and personal development resources
  • Opportunities to volunteer and support charities
  • Competitive salary and benefits

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