Incident Management Officer

11 hours ago

Makati City, National Capital Region, Philippines PJ Lhuillier Group of Companies Full time ₱900,000 - ₱1,200,000 per year

Job Summary

The position is primarily responsible for identifying problems, analyzing the root causes of incidents, and recommending fixes to recognize errors. The position is also responsible for implementing long-term solutions to manage the service problems and support IT service reliability and performance.

Duties and Responsibilities:

A. Incident Management

  1. Captures the details of reported error and leads the problem identification.
  2. Analyzes registered error and identifies patterns and trends. Assesses the incident and coordinates effort to mitigate the impact.
  3. Conducts thorough investigations of critical incidents to determine underlying problems and their root causes.
  4. Recommends solutions for recognized errors and advises on appropriate actions.
  5. Implements long-term solutions to support the business operations.
  6. Ensures problem management practices are aligned with ITIL standards and organizational governance frameworks.
  7. Maintains detail records of incidents, their resolutions, and the steps taken.
  8. Keeps abreast of the current trends and best practices in problem management to maintain consistency and efficiency in providing service reliability and performance.

B. Others

  1. Provides coaching to new and junior members of the team.
  2. Makes recommendations on matters pertinent to business operations and other related activities.
  3. Participates actively during staff meetings, training programs and other professional development work.
  4. Performs other related duties as assigned.

Qualifications:

  1. Graduate of Computer-related, Engineering or Math-related courses
  2. At least three (3) years of work-related experience in IT service management or incident/problem management
  3. Willing to work in Makati

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