Work Set-Up:
100% onsite in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule
About This Role:
Incident Manager ensures the smooth resolution of incidents, minimizing the impact on business operations. Acting as the primary point of contact during an incident, the incident manager oversees the process from start to finish, ensuring that disruptions are resolved promptly.
Required Qualifications/Skills:
- ITIL Certified or 5 years working experience as an Incident Manager.
- Knowledge about KPI & CSL related to IT Helpdesk.
- With work experience in ServiceNow.
- Advanced Excel Skills, work experience in Word, PowerPoint & MS-Visio.
- Strong analytical skills.
- Proven track record of working collaboratively to improve the customer’s experience through Incident Management.
- Strong communication, presentation, and relationship management skills.
- Positive team player attitude with excellent verbal and written communication skills.
- High degree of organizational skills.
Primary Duties and Responsibilities:
- Validate an incident as major incident by following the process agreed.
- Initiate senior management communication about major incident process.
- Act as Duty Manager and involve the required support teams for faster resolution of incident.
- Initiate user communication for services impacted.
- Send ongoing updates to relevant stakeholders.
- Set up and conduct Conference calls for Major Incidents if required.
- Scheduling regular meetings to co-ordinate and discuss major incident.
- Communicate summary of discussions to all participants.
- Co-ordination with technical teams to provide quickest resolution for Major Incident.
What We Offer:
- Opportunity for career growth
- Highly competitive and flexible package salary
- HMO Benefits since Day 1 (including up to 3 dependents)
Work Set-Up:
100% onsite in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule
About This Role:
Incident Manager ensures the smooth resolution of incidents, minimizing the impact on business operations. Acting as the primary point of contact during an incident, the incident manager oversees the process from start to finish, ensuring that disruptions are resolved promptly.
Required Qualifications/Skills:
- ITIL Certified or 5 years working experience as an Incident Manager.
- Knowledge about KPI & CSL related to IT Helpdesk.
- With work experience in ServiceNow.
- Advanced Excel Skills, work experience in Word, PowerPoint & MS-Visio.
- Strong analytical skills.
- Proven track record of working collaboratively to improve the customer’s experience through Incident Management.
- Strong communication, presentation, and relationship management skills.
- Positive team player attitude with excellent verbal and written communication skills.
- High degree of organizational skills.
Primary Duties and Responsibilities:
- Validate an incident as major incident by following the process agreed.
- Initiate senior management communication about major incident process.
- Act as Duty Manager and involve the required support teams for faster resolution of incident.
- Initiate user communication for services impacted.
- Send ongoing updates to relevant stakeholders.
- Set up and conduct Conference calls for Major Incidents if required.
- Scheduling regular meetings to co-ordinate and discuss major incident.
- Communicate summary of discussions to all participants.
- Co-ordination with technical teams to provide quickest resolution for Major Incident.
What We Offer:
- Opportunity for career growth
- Highly competitive and flexible package salary
- HMO Benefits since Day 1 (including up to 3 dependents)