Incident Analyst
Hunter's Hub Inc.
Muntinlupa, PH
5d ago
source : Bossjob

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
  • 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
  • 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
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