Deskripsi Pekerjaan
NICE Systems is a global leader in enterprise software, and we are seeking a highly skilled Senior Incident Manager to join our dynamic team in Manila. In this pivotal role, you will serve as the primary point of contact for technical support in your region, ensuring the highest levels of service availability and operational excellence. You will be responsible for leading the incident management process, driving incident resolution strategies, and collaborating with cross-functional teams to minimize system downtime.
As a Senior Incident Manager, you will bridge the gap between technical teams and business stakeholders, communicating complex technical issues clearly and concisely. Your expertise in ITIL best practices will be crucial in continuously improving our incident management lifecycle. We are looking for a proactive leader who thrives in a fast-paced, global environment and is committed to delivering exceptional user experiences.
Tanggung Jawab
- Lead the end-to-end incident management process, ensuring timely resolution and restoration of service.
- Act as the primary liaison between technical teams, engineering, and business stakeholders during critical incidents.
- Oversee the triage, prioritization, and escalation of incidents to ensure alignment with SLAs.
- Conduct post-incident reviews (PIRs) to identify root causes and implement preventive measures.
- Collaborate with service desk teams to optimize workflow and improve first-contact resolution rates.
- Communicate status updates and technical findings to leadership and external clients as required.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in Incident Management or IT Service Management (ITSM).
- Strong working knowledge of ITIL framework (v3 or v4) is highly desirable.
- Proven experience managing remote teams and coordinating cross-functional global projects.
- Excellent verbal and written communication skills with the ability to translate technical jargon for non-technical audiences.
- Strong problem-solving skills and the ability to remain calm under pressure during system outages.