Deskripsi Pekerjaan
Join NYGC Services, Inc. as an Incident Manager in Alabang, Metro Manila, where you'll drive operational excellence through proactive incident resolution. This hybrid role empowers you to safeguard critical IT infrastructure while minimizing service disruptions. You'll lead cross-functional teams during crises, implement robust incident management frameworks, and transform challenges into opportunities for process improvement. Collaborate with stakeholders to define SLAs, automate response protocols, and cultivate a culture of continuous improvement. With competitive compensation and flexible work arrangements, this position offers growth in a dynamic environment where your expertise directly impacts business continuity.
Tanggung Jawab
- Lead end-to-end incident lifecycle management including detection, diagnosis, resolution, and closure
- Coordinate cross-functional teams during high-impact incidents to ensure rapid response
- Develop and maintain incident management procedures, playbooks, and escalation paths
- Conduct root cause analysis (RCA) and implement preventive measures to reduce recurrence
- Communicate incident status, impacts, and resolutions to stakeholders via multiple channels
- Monitor incident trends and KPIs to identify systemic issues and drive process optimization
- Act as primary point of contact during major outages, maintaining clear stakeholder communication
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field with 3+ years' incident management experience
- ITIL Foundation/Practitioner certification or equivalent IT service management credentials
- Proven expertise in incident tracking tools (ServiceNow, Jira, etc.) and monitoring platforms
- Exceptional problem-solving skills with ability to prioritize tasks in high-pressure situations
- Strong leadership abilities with experience managing technical teams during incidents
- Excellent written and verbal communication skills for diverse technical and non-technical audiences
- Experience implementing ITIL-based incident management processes in enterprise environments