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Incident Analyst

Makati, National Capital Region ·  7 August (updated)

Hunter's Hub Inc.

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  • Description

  • Job Description

    Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.

    At least 2 year(s) of working experience in the related field is required for this position.

    Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Software or equivalent.

    Full-Time position(s) available.

    Incident Management:

    * Responsible for the daily IT operations and activities

    * Provides direction in the management of incidents and problems( end to end) ensuring

    timely resolution are achieved.

    * Ensures the team follows the Standard Operation Procedures (SOP) in order to

    restore IT services within the defined Service Level Agreements (SLA).

    * Implements policies and guidelines regarding how incidents are identified, received,

    documented, distributed, and corrected.

    * Ensures proper IT Service Management (ITSM) processes are in place in order to

    maximize business efficiency.

    * Establishes and maintains communications with key IT and business stakeholders

    critical in the IT operations, allowing effective information sharing and issue resolution.

    * Serves as the point person in the coordination of critical incidents affecting the Client

    Business operations.

    * Ensures communication is sent out to Client Global IT stakeholders, and document

    the incident/problem through the incident report

    * Responsible for all activities that occur during the shift and provide a comprehensive

    shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery

    Teams and Client Global IT Management to quickly review the critical events that

    impacted the business operations during a particular shift while the Shift Recap is to

    ensure continuity of the incident and problem management process from one shift to

    the other.

    * Evaluate existing processes and identifying more efficient ways to accomplish goals

    and meet customer and client requirements; continuously improving the processes

    through regular assessment and adjustment.

    * Possesses a command of the different tools, processes, and industry standards being

    used for the IT operations.

    * Being responsive to clients whilst following the principles and procedures of the quality

    management system

    * Identify, analyze problems and suggest improvements identified in their own area of

    responsibility and implementing those with a recognized business benefit

    * Responsible for critical incident debriefs/Root cause analysis call and reporting


    Technical Reporting Function:

    Experienced in developing KPI dashboard

    Experienced at least one or two of the reporting tool applications:

    * SQL Server Reporting Services (SSRS))

    * Tableau

    * Business Intelligence

    * Splunk

    * SQL query writing (SQL Server and Oracle)

    Knowledgeable in Web Services

    Knowledgeable Visual Basic

    Demonstrated ability:

    * Designing clear, concise data visualizations that maximizes audience understanding

    * Thinking in business terms and designing data visualization via reports and dashboards

    * Building strong relationships with the business, understanding/documenting their needs,

    and applying technology to address the needs

    Job Qualification:

    * Bachelor’s Degree in an IT related field

    * At least 3 years experience in Incident Management

    * 2+ years experience in Reporting and Dashboard development and data Analytics

    * Must be business and customer oriented

    * Strong verbal and written communication skills, with the ability to translate technical

    information to business terminology and experienced with Client, Vendor and

    stakeholder interaction

    * Willing to render rotating shifts and should have no preference to schedule

    * Possesses strong attention to detail, leadership, problem solving and analytical skills

    * High level understanding of multiple IT Platforms and has good technical

    management, technical understanding, analyzing information, informing others,

    problem solving, coordination, strategic planning and quality management

    * Respond adequately to inquiries and complaints

    * Managed multiple high priority initiatives in a fast paced, highly technical environment

    * Experienced with any ticketing system but experienced in CASD ticketing tool is a plus

    * Able to develop and provide SLA’s and KPI’s

    * ITIL Certified is a plus

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Incident Analyst

  • Makati, National Capital Region

  • Company

    Hunter's Hub Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply