Deskripsi Pekerjaan
Are you a tech-savvy professional with a background in Lloyds insurance operations? Concentrix is looking for a detail-oriented Incident Management Engineer to join our high-performing team in Manila. In this critical role, you will act as the first line of defense in identifying, documenting, and resolving operational incidents, ensuring minimal disruption to our global client services.
We are seeking an individual who thrives in a fast-paced environment and possesses a deep understanding of Lloyds market operations, including Madison, PPI, and RL workflows. You will collaborate with cross-functional teams to streamline incident response times, maintain technical documentation, and drive continuous improvement within our technical infrastructure. If you are passionate about problem-solving and delivering excellence in a global environment, we want to hear from you.
Tanggung Jawab
- Monitor and track operational incidents within the Lloyds market environment to ensure timely resolution.
- Perform root cause analysis (RCA) on reported issues related to Madison, PPI, or RL systems.
- Maintain clear, concise, and professional communication with internal stakeholders regarding incident status.
- Update and manage the incident tracking database to ensure data integrity and audit readiness.
- Collaborate with IT support teams to troubleshoot complex technical roadblocks.
- Create and maintain technical knowledge base articles for frequently encountered issues.
- Escalate critical incidents to senior management in accordance with established SLA protocols.
Kualifikasi
- Minimum of 1 year of professional experience in Lloyds Operations (Madison, PPI, RL, or similar frameworks).
- Strong analytical and troubleshooting skills with a focus on incident resolution.
- Excellent verbal and written communication skills in English.
- Proficiency in using IT service management tools and MS Office Suite.
- Ability to work independently as well as part of a collaborative, diverse team.
- Flexibility to work in shifting schedules as required by global business operations.
- Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.