Incident and Problem Manager

This is a remote position.

• Provide a single point of contact and be responsible for coordinating the Incident & Problem management function within the organization
  
• Work with internal and external Incident and Problem management stakeholders to embed the processes within IT service delivery
  
• Take escalations from Service Desk teams and manage these as per the defined escalation procedures
  
• Accountable for the delivery of Post Incident Review reports (PIR)
  
• Coordinate Incident resolution involving internal support groups vendors suppliers and customers while managing any roadblocks
  
• Provide leadership and direction during Major incidents to relevant stakeholders
  
• Provide clear directives to the response team and make key decisions to restore services quickly
  
• Own and drive the technical bridges required during major incidents to achieve service restoration and recovery efforts
  
• Maximize the customer experience about Incident Management by providing a high standard of customer service
  
• Support deployment of the Incident Management process to new customers with an indepth understanding of the contractual support requirements
  
• React to and own escalated incidents within agreed timeframes
  
• Direct operational teams to conduct investigations to establish cause and implement corrective actions
  
• Produce the required Incident Management reports and management information
  
• Work towards IT service automation and operational efficiencies i.e. selfservice
  
• Interaction with key operational areas to ensure seamless endtoend service delivery i.e. Service Desk Engineering Service Delivery Managers Problem Change Knowledge Configuration Management
  
• Identify trends and establish avenues for continuous improvement involving changes in processes procedures and practices needed to achieve planned benefits.
  
• Own manage develop maintain and facilitate required training for Incident Process documentation
  

• Uphold and adhere to Data#3s core values guidelines policies and procedures
  
• Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.
  
• You are required to perform your duties safely without risk to your own health and safety or the health and safety of others
  
• You are required to be flexible to work in additional roles or capacities or take on additional or varied duties as may be assigned to you that you are skilled and capable of performing. Data#3 may alter your position position description position title location and responsibilities in accordance with changing business needs and priorities.
  

• May be required to perform your duties offsite including at customer vendor/partner and supplier sites which require as a condition of entry you to hold a National Police Certificate;
  
• May be responsible for accessing internal and thirdparty computer systems containing highly sensitive confidential corporate and personal information;
  
• May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
  

Requirements

• Proven Incident and Problem management process improvement and deployment experience
  
• Experience in Governance and KPI reporting for Incident and Problem Management
  
• Experience in Root Cause analysis models e.g. Five Why s Kepner Tregoe or Fish Bone techniques.
  
• Intermediate Skills and Experience working with ITSM Toolsets e.g. ServiceNow Remedy
  
• Knowledge of Service Management processes (Primarily Service Request CMDB and Change management).
  
• High level of IT literacy Office365 (Primarily Word Excel PowerPoint SharePoint and Teams)
  
• Intermediate Reporting Skills i.e. Excel SharePoint and Power BI
  

• Highly developed written and oral communication skills with the ability to communicate with internal and external stakeholders and all organizational levels
  
• Highly developed executive writing skills for management reporting
  
• Highly developed analytical skills
  
• Highly developed influencing and relationship management skills
  
• Selfdriven and resourceful to achieve goals independently as well as work well in groups and teams
  

• Excellent ability to manage multiple highpriority efforts/ competing priorities and flexibility to adjust to changing requirements schedules and priorities
  
• Personal resilience Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement change and innovation over extended periods
  
• Selfsufficiency The ability to selfgovern own learning and training requirements
  
• Tenacity The ability to navigate past setbacks to achieve business outcomes.
  
• Regulation Consciously manages personal contributions to articulate advice accurately and recommendations to educate and create understanding amongst juniors peers managers executives and customers
  
• Adaptability Manages away from perfection can tailor capabilities methods and subject matter expertise to create new solutions and IP mindful of finding a pragmatic balance between customer demand business urgency and best practices
  

• Tertiary degree within an IT Discipline or equivalent in years of progressive experience in an enterpriselevel IT environments
  

• ITIL certifications v3 and previous experience following the ITIL framework
  

• ITIL v4
  
• ISMS
  

• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work from 7AM4PM
  
• Must be amenable to reporting to our Makati and BGC office as required
  

Benefits