Major Incident Manager
7 days ago
Job Description
Project Rol: Major Incident Manager
Location: Alabang Muntinlupa
Work Setup: Hybrid
Job Requirements
● Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field
● At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations with ITIL and RCA (Route Cause Analysis)
● Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
● A solid understanding of the ITIL Incident & Change Management process
● Experience and knowledge of change management principles, methodologies and tools
● Willingness to render rotating shifts and should have no preference to schedule
● Possesses strong attention to detail, leadership, problem solving and analytical skills
● High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing
others, problem solving, coordination, strategic planning and quality management
● Responds adequately to inquiries and complaints
● Managed multiple high priority initiatives in a fast paced, highly technical environment
● Experienced with any ticketing system, but experience in HDA ticketing tool is a
Able to develop and provide SLA's and KPI's
● ITIL Certification is a plus
A. Incident & Problem Management, Change Management
● Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
● Ensures the team follows the Standard Operation Procedures (SOP) to restore IT services within the defined Service Level Agreements (SLA).
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