Deskripsi Pekerjaan
Are you a seasoned Incident Manager looking to make a significant impact in a high-stakes IT environment? We are looking for a dedicated and process-driven Incident Manager to join our dynamic team in Pasay City. In this pivotal role, you will be the backbone of our service continuity, ensuring that technical disruptions are managed with precision, transparency, and speed.
You will lead critical incident response efforts, bridging the gap between technical teams and business stakeholders. The ideal candidate thrives under pressure, possesses excellent communication skills, and is passionate about driving process improvements to minimize MTTR (Mean Time To Resolve). If you are a calm, analytical problem-solver who excels at coordinating cross-functional teams during complex outages, we want to hear from you.
Tanggung Jawab
- Manage the end-to-end lifecycle of IT incidents, ensuring compliance with established SLA/OLA targets.
- Lead bridge calls and coordinate communication between technical support teams, vendors, and business stakeholders during critical outages.
- Perform timely post-incident reviews (PIR) to identify root causes and prevent recurring issues.
- Maintain accurate and detailed incident documentation within the ITSM platform (e.g., Jira, ServiceNow).
- Identify trends in incident data to provide actionable insights for Problem Management and service improvement.
- Ensure clear, professional, and consistent status updates are delivered to senior leadership during major incidents.
- Participate in on-call rotations and provide support for high-priority technical escalations.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3-5 years of experience in Incident Management, IT Service Management (ITSM), or NOC operations.
- ITIL Foundation certification (Intermediate/Practitioner preferred).
- Strong understanding of IT infrastructure, cloud services, and enterprise software ecosystems.
- Exceptional verbal and written communication skills with the ability to manage stakeholder expectations under pressure.
- Proven ability to facilitate cross-functional collaboration and drive consensus in fast-paced environments.
- Experience using ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy.