Incident Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Description

ICT Incident Manager Ortigas Site, Pasig City, Philippines Reporting to: ICT Shift Manager

We are an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. We are seeking a highly skilled and experienced Incident and Problem Manager to join our dynamic team. In this role, you will be responsible for managing the resolution of technical, workplace, and information security incidents, as well as leading problem management initiatives to identify and address underlying issues.

A SNAPSHOT OF YOUR ROLE

Your Day-to-day Activities May Include The Following

• Serve as the central point of contact for technical, workplace, and information security incidents, coordinating and leading the incident response efforts 24x7.
• Conduct comprehensive incident assessments, including root cause analysis, to determine the scope, impact, and severity of incidents while adhering to the required SLA’s.
• Coordinate and implement incident management plans, procedures, and policies, ensuring compliance with industry best practices and regulatory requirements.
• Collaborate closely with cross-functional teams, including IT, HR, Facilities and Security, to gather relevant information and formulate appropriate incident response strategies.
• Prioritize incidents based on severity and business impact, ensuring appropriate resources are allocated for timely resolution.
• Communicate incident status updates, action plans, and recommendations to stakeholders, executives, and senior management, demonstrating clear and concise communication skills.
• Conduct post-incident reviews and create comprehensive incident reports while ensuring that identified preventive measures are implemented to prevent similar incidents from happening again.
• Drive problem management initiatives, analyzing incident data to identify recurring issues and underlying problems.
• Facilitate problem management meetings and work collaboratively with teams to develop and implement effective solutions.
• Ensure the documentation and knowledge base are updated with incident and problem resolution information.
• Serves as the around-the-clock contact for all related support issues, providing advanced first-level technology support.
  
  

As an Incident Manager you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

a Bit About You

• Proven experience as an Incident Manager or Incident and Problem Manager, preferably in a fast-paced, technology-driven environment.
• In-depth knowledge of incident management frameworks, methodologies, and best practices, based on the ITIL (Information Technology Infrastructure Library) framework.
• Strong understanding of technical infrastructure, workplace systems, and information security principles.
• Excellent analytical and problem-solving skills, with the ability to make sound decisions under pressure.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
• Demonstrated leadership abilities, with the capability to manage and motivate cross-functional teams.
• Strong organizational skills, with the ability to prioritize and manage multiple incidents and problems simultaneously.
• Experience with incident and problem management tools and platforms.
• Work variable shifts, including evenings, weekends, and public holidays, while reporting to the onsite location.
  
  

What Success Looks Like

• Adherence to ICT defined KPI’s and Metrics.
• Drafts and submits accurate and factual Incident Reports.
• Abides to directives and initiatives driven the direct supervisor and the Chief Technology Officer.
  
  

What We Value

We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.
  
  

Join the A-Team and experience the A-Life!

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