Global Incident Management Analyst

VXI Global Solutions; Manila; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

VXI Global Solutions in Manila, Philippines, is seeking an Incident Manager to serve as the primary point of contact for major incidents, acting as the incident commander during critical events and steering the incident lifecycle from detection to resolution.

You will coordinate communications between technical teams, business stakeholders, and senior management, document incident details and actions taken, participate in PIRs, and develop runbooks and training to continuously improve incident

Responsibilities

• Serve as the primary point of contact for major incidents
• Act as the incident commander during critical events
• Initiate and manage the incident management process from detection to resolution
• Coordinate and facilitate communication between technical teams, business stakeholders, and senior management during active incidents
• Ensure timely and accurate incident status updates are provided to all relevant parties
• Document incident details, actions taken, and resolution steps in the incident management system
• Participate in post-incident reviews (PIRs) to identify root causes and recommend preventative measures and process improvements
• Develop and maintain incident management runbooks, procedures, and documentation
• Monitor incident trends and provide reports on incident performance metrics
• Contribute to the continuous improvement of the incident management framework and processes
• Provide training and guidance to other IT staff on incident management best practices
• Be available for on-call support and respond to incidents outside of regular business hours as needed

Job description

Job Description:

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• Serve as the primary point of contact for major incidents, acting as the incident commander during critical events.
• Initiate and manage the incident management process from detection to resolution, including logging, categorization, prioritization, diagnosis, and escalation.
• Coordinate and facilitate communication between technical teams, business stakeholders, and senior management during active incidents.
• Ensure timely and accurate incident status updates are provided to all relevant parties.
• Document incident details, actions taken, and resolution steps in the incident management system.
• Participate in post-incident reviews (PIRs) to identify root causes and recommend preventative measures and process improvements.
• Develop and maintain incident management runbooks, procedures, and documentation.
• Monitor incident trends and provide reports on incident performance metrics.
• Contribute to the continuous improvement of the incident management framework and processes.
• Provide training and guidance to other IT staff on incident management best practices.
• Be available for on-call support and respond to incidents outside of regular business hours as needed.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!