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  • Incident Manager is responsible managing the major and minor incident processes to ensure service
    restoration activities executed with minimal impact to business operation and leading the team. Also
    responsible for planning and coordination of day to day activities, monitor and report the incident. Conduct
    research and development base on ITIL best practice.

    Job Responsibilities:
    Demonstrates excellent oral and written communication with the ability to clearly and effectively communicate at all organizational levels.

    Act as a major point of escalation during Critical Incidents, Crises, and other broadly impacting events.
    Available 24x7 to lead major incident calls when required
    Facilitates resource engagements and applicable escalations to management either internally or externally
    Demonstrates a working knowledge of various infrastructure and programming technologies (Network –
    Switching and routing, perimeter security, optical transport, voice services etc., Storage, Mainframe, VM’s,
    and Cloud etc and API integration.).

    Managing incident bridge calls, facilitating incident chats with close to real time information, escalation to
    business management or senior manager

    Collaborate with IT Department, SM-Dev, Production and other related team to identify the root cause for recurring incidents and create an action-plans for resolution.

    Coordinate with Problem management for compiling and reviewing all the incident need to perform on
    Problem solution

    Develop and enrich restoration procedures to mitigate future outages and business disruptions.
    Creates & delivers process education and training on the process Policy, Plan, SOP and develop tools using

    Gains a clear understanding of upcoming IT/Infrastructure projects and changes to understand and evaluate
    potential impacts.

    Reviewing and report the incident report and make an resolution plan.
    Train the IM members to improve and strengthen their technical skills and expertise.
    Create and report the daily, weekly and monthly incident and KPI rate using dashboarding

    Job Qualification:
    Bachelor’s Degree in IT related field is preferred.
    10 or more years’ experience in Information Technology and Incident Management and IT Operation
    Strong verbal and written communication skills, with the ability to translate technical information to business

    Available nights and weekends when needed to support critical incidents.
    Possesses strong attention to detail, leadership, problem solving and analytical skills.
    High level understanding of multiple IT platforms (i.e. Cloud, Network and System Appliance, Monitoring
    tools, CloudFlare, Security and Programming skills)

    Experience with ITSM iTOP or any ticketing system
    Track record of developing and providing SLAs & KPI’s.
    ITIL Certified

    Job Type: Full-time

    Incident Management: 10 years (Preferred)

  • Requirements

  • Years of experience: 10
  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Incident Manager

  • Caloocan, National Capital Region

  • Company

    Onward Worldwide Management & Consultancy
  • Work type

    Permanent contract

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