Incident Management Analyst
Safeway Philtech, Inc.
Valenzuela City, Philippines
1d ago
source :

Key Responsibilities include, but are not limited to :

  • Restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
  • Facilitate the outage calls and ensure that all the required resources are engaged to work a high priority incident.
  • Ensuring that effective communication is maintained with the Executives, Business Leadership during a high priority incident.
  • Responsible for monitoring and operating multiple IT platforms
  • Must have a solid understanding of all key ITIL disciplines and processes.
  • Drives service restoration for all technical interruptions
  • Works toward continuous operational and process improvement while maintaining 100% compliance with quality and legal standards.
  • Must have a high degree of technical knowledge to understand the environment and provide Management updates when needed.
  • Understanding of IT impact to the business and raises alternatives workarounds.
  • Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
  • Collaborates with other teams and customers to improve service and increase value of Data Center Operations.
  • Reports to Management on service interruptions and impact to Customer base.
  • Supporting High Priority Incident Management reporting (KPIs and customer SLAs)
  • Assists the High Priority Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
  • Assists the High Priority Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
  • Drives implementation of standard execution of the High Priority Incident Management process
  • Qualifications :

  • Requires 3+ years work experience as an incident analyst / manager in a large, enterprise environment
  • Bachelor's degree in related field.
  • Must have working knowledge of Data Center automation and monitoring, including service level based monitoring.
  • En-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
  • Must be knowledgeable on complex networks, open systems and mainframe computing services.
  • Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
  • ITIL v3 Foundations certification is required
  • Previous retail experience desired.
  • Must possess strong leadership abilities and able to lead service restoration efforts across the organization.
  • Good understanding of production IT Environment and IT Operations
  • Strong communication skills required; written and oral communications.
  • Demonstrates a high level of energy, results driven and able to work under pressure.
  • Apply
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