IT Operations Analyst II- Incident Management

Pasay City - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

Role Overview:

Major Incident Management (MIM) is a critical role in IT Service Management (ITSM) especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on business operations.

The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams ensure effective communication with stakeholders and drive the incident to closure.

Key Responsibilities:

Incident Coordination:
Lead the response to major incidents ensuring timely resolution
Facilitate bridge through engagement of technical teams vendors and third parties as needed

Drive incident to facilitate issue resolution by leading technical troubleshooting through the use of historical evidence and documentation

Lead and engage resources to effectively identify troubleshooting and remediation paths to minimize downtime

Escalating according to standard procedures and according to degradation and reported impact relative to current progress to remediate outage

Communication:
Provide clear accurate and timely updates to stakeholders including executives during the incidents lifecycle
Communicating limitations and roadblocks to internal stakeholders to facilitate effective decision making

Gain understanding between involved parties to ascertain impact and relay information to engage appropriate resources to effectively troubleshoot

Documentation:
Providing accurate documentation for incident records including timelines technical updates impact analysis and resolution steps.
Produce post-incident reports that facilitate Root Cause Analysis (RCA).

Ensure accurate reliable and actionable documentation is created on every interaction

Process Improvement:
Identify trends and recurring issues and report to leadership
Propose and implement improvements to the Major Incident process

Compliance & Governance:
Ensure adherence to SLAs and internal governance policies.

Required Skills

Strong understanding of incident problem and change management processes
Good understanding of enterprise technologies in a multi-tiered environment
Ability to manage multiple priorities and make quick data-driven decisions under pressure.
Effective communicator at all organizational levels
Excellent communication coordination and problem-solving skills.
Strong analytical skills and attention to detail.
Familiarity with major incident escalation protocols and technical troubleshooting

Qualifications

Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience)
1 years of experience in IT operations or technical support
Strong understanding of incident management and ITIL practices.

Required Experience:

DescriptionRole Overview:Major Incident Management (MIM) is a critical role in IT Service Management (ITSM) especially in organizations that rely heavily on technology. The primary goal of MIM is to quickly restore normal service operations when a major incident occurs and to minimize the impact on ...