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INCIDENT RESPONSE CONTROLLER (DEVOPS)
Teligent Systems, Inc.
Makati City, Philippines
6d ago
source : ictjob.ph

RESPONSIBILITIES

  • Process owner for all technical and operational incident / problem process.
  • Primary on-site Incident controller for all incident priorities (P1 / P2 / P3 / P4). Responsible for confirming the proper priority of an incident, verifying the initial incident description information, initiating the service restoration, and gathering the correct support resources together to restore the service.
  • Responsible in sending timely alerts and notifications regarding the status of an incident especially high severity issues.
  • Initiates the Problem Management process to identify the root cause and assigning resources for final fix activities after a critical incident has been resolved.
  • Chairs the Operational Readiness Review (ORR) meeting and manages tasks across allocated resources from multiple teams during his / her shift.
  • Vets all incident ticket data for accuracy and timeliness specifically for Incident, Problem and Event Management reports.
  • Onsite support that manages business expectation on the incident restoration process.
  • Tracks compliance to the defined Incident and Problem Management processes.
  • Responds to escalated minor incidents whilst on-call with the ability to report back on-site when required on mission critical incidents.
  • Ensures that all incident's SLAs are met by the team including published IRT reports.
  • Publishes incident notifications to appropriate Kaizala groups and email distribution list.
  • Decides and initiate both technical and hierarchical escalations when deemed necessary.
  • Create, update and review incident tickets based on accurate data.
  • Works on ad hoc tasks (projects) through the directives of the IOC Head.
  • Joins the weekly IT Operations meeting if needed.
  • Train NOC resources in developing their ITIL capabilities.
  • Act as ITIL SME to provide recommendations on ITG's processes.
  • Actively participate in the bank's BCP exercises.
  • Perform other duties assigned by immediate supervisor.

    • QUALIFICATIONS

  • A Graduate of 4-year BS Degree in Information Technology.
  • Candidates must at least have 2 years related experience as IT Service Management.
  • Preferably ITIL Certified.
  • Knowledgeable in IT Service Management Tools and Reports.
  • Keen assertion to details and aggressive in resolving high severity incidents is a must.
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