Outsource Incident Management Engineer in the Philippines

Outsource Incident Management Engineer in the Philippines

Job Description

The Incident Manager is responsible for driving and managing the efficient resolution of daily IT-related incidents. This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support. You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity to the Business.

Tools for the Job

  • Incident Management (75%)
  • ITIL Practices (25%)

Experience

  • Experience with Incident Management, Problem Management, SLA Management, RCA Change Management
  • Experience with ITSM tools like ServiceNow
  • Experience of working within a Service Management environment
  • Ability to communicate across different business units
  • Documentation Skills
  • Understanding of ITIL framework (Especially; Problem, Change Management, RCA and RFC process and procedures)
  • Should be well versed in communication (English, Written and Oral) and be able to co-ordinate efficiently with onsite sub-ordinates and direct in-line managers
  • Provide excellent customer service to IT customers and application owners and users

Job Responsibility (Day to Day)

  • Monitor ticket queues for new tickets and client communications
  • Monitor tickets for SLAs and escalate if in risk of missing the SLA
  • Evaluate and classify incident for priority, risk, and scope
  • Communicate with Clients by delivering status updates with accurate and timely information
  • Participate in Major Incident Management through interaction with clients and engineers, driving resolution
  • Analysis and reporting of incident trend data to identify and eliminate root causes
  • Develop, document, and deploy best in class Incident management process and procedures
  • Send regular maintenance communications to external customers to ensure visibility and expectations are correctly set regarding upcoming scheduled maintenance windows
  • Ensure that any required documentation, process, or procedure is updated based on the Major Incident resolution
  • Perform audits of incidents to ensure compliance with policy
  • Reduce meant time to resolution for all incident types
  • Assist in creating Knowledge Base articles of operational tasks to streamline support and empower first level support to resolve issues on a first call basis
  • Hands on experience required on Service-Now, Remedy etc. tools. (ITIL framework preferred)
  • Participate in 24/7 on-call support for the collaboration technology environment (P1, Major Incident Management).Incident Management Engineer)