Responsibilities

• As Incident Manager you will be providing direction in the management of incidents ensuring timely resolution is achieved; 
• You will be ensuring the team follows the Standard Operation Procedures in order to restore IT services;  
• You will be maintaining communication with key IT and business stakeholder critical in the IT operations, allowing effective information sharing and issue resolution; 
• You will be ensuring communication is sent out to Client Global IT stakeholders, and documents the incident through the incident report; 
• You will be responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover and recap report;  
• You will be identifying, analyzing and suggesting improvements identified in their own area of responsibility and implementing those with a recognized business benefit; 
• You will be providing detailed post incident reports. 

Requirement

• 3+ years of hands-on experience with Incident Management; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition; 
• Solid knowledge of ITIL Incident and Change Management process; 
• Experience with change management tools; 
• Solid knowledge of multiple IT Platforms and Infrastructure; 
• Experienced with any ticketing system; 
• Experience with developing and providing SLA’s and KPI’s; 
• Responds adequately to inquiries and complaints. 

Nice to have

• Obtained ITIL certificate; 
• Experience with CASD ticketing tool. 

We Offer

• Salary for work amounting to 60,000 – 70,000 PHP; 
• Equipment will be provided; 
• HMO on your day 1 + 1 of your chosen dependent; 
• Monthly non-taxable allowance; 
• Monthly transportation allowance; 
• Optical Coverage; 
• Year-end leave monetization; 
• Gym Subscription; 
• Monthly supply of coffee!