IT Incident Lead - Angeles - TRT

    TRT
    TRT Angeles

    3 araw ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    Key Responsibilities:

    • Overseeing the TRT ISO 9000 certified incident and problem management process and working with team members involved in resolving the incident.
    • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
    • Prioritizing incidents according to their urgency and influence on the business.
    • Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
    • Collaborating with the incident management team to ensure that all protocols are diligently followed.
    • Logging all incidents and their resolution to see if there are recurring malfunctions.
    • Adjusting the incident management process as required to ensure its effectiveness.
    • Escalating to technical services manager (TSM) and Director (TSD) along to respective Client Account Management (CAM) if escalations occur in the resolution of client issues.
    • Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
    • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
    • Owns the process and supporting documentation for the process from a strategic and tactical perspective. Incident Lead 10th Floor One West Aeropark Building Unit 1W-1004 Clark Global City, Clark Freeport Zone, Mabalacat City, Pampanga 2023
    • Responsible for process assuring all changes to the process and development of process improvement plans.
    • Defines policies for client engagement regarding the process.
    • Ensures that the process is fit for the deliverables and client service levels.
    • Process Design
    • Process Improvement
    • Accountable for the overall process efficiency and effectiveness
    • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.
    • Promote and reinforce adherence to the process and policies associated with Incident Management
    • Ensure the design of the Incident process aligns with the business and industry best practices.
    • Works in conjunction with Compliance Service Improvement (CSI)

    Requirements:

    • Bachelor's degree in information technology, engineering, or a related field.
    • At least three years' experience working in IT service management, or a similar role.
    • Strong knowledge of IT service management software including ITIL and COBIT.
    • Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
    • Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
    • Excellent managerial skills and ability to collaborate with team members.
    • Ability to analyze a high volume of technical data and work in a fast-paced environment.
    • Strong problem-solving, analytical, and time-management skills

    Salary: ₱125,000 – ₱150,000 per month

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