Analyst, Incident and Problem Management-1

7 hours ago

Clark Freeport Zone, Philippines Travel + Leisure Co. Full time ₱30,000 - ₱60,000 per year

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

KEY RESPONSIBILITIES What does this position aim to do?

  • Provide 24x7 support to the Major Incident Management process through analyzing details provided by Service Desk or Technical SME, assessing against the Priority Scoring and Critical Application List to determine P2 or P1 Incident and execute the steps of the Major Incident Management process from Escalation to Communication to Closure.
  • Understands the basics of ITIL Incident and Problem Management and can speak to the process steps.
  • Updates Incident and Problem Records based on information received.
  • Logs and follow-up on outstanding Problem RCA Tasks.

MINIMUM POSITION QUALIFICATIONS What should the position holder be and have?

  • Bachelor's degree in computer science, Information Technology, or related field, or equivalent experience in related field.
  • ITIL certification is preferred.
  • Basic understanding of ITIL Incident and Problem Management processes.
  • Ability to take limited data and formulate decisions in a fast-paced, complex technology environment.
  • Strong written and verbal communication and collaboration skills.
  • Experience with one or more IT Service Management platforms (HEAT, Zendesk, Jira, ServiceNow, etc.)
  • 3 years' experience in any Information Technology field, IT Service Management preferred.
  • Proficient in Microsoft Office Business Productivity Tools.
  • Familiarity with common IT Service Management frameworks (ITIL, COBIT, DevOps, Agile)
  • Ability to absorb information and quickly adapt to changing operating conditions.
  • Strong customer service and communication skills balanced with the ability to explain complex concepts in common language.
  • Ability to tailor message to senior technology and business leadership.
  • 3 years' experience in an Information Technology Analyst, Operations, Service Management or Service Delivery role, preferably within a large enterprise.
  • Exposure to navigating large Enterprise Suppliers such as Cisco, Oracle, and Microsoft.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , including the title and location of the position for which you are applying.

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