Incident Management

CallTek; Cebu City; On-site; PHP 300,000 - 600,000; Full time

Job summary

CallTek is seeking a secure IT incident management specialist to minimize disruption and restore services quickly across Windows, Linux, networks, and servers. You will monitor events, classify incidents by severity, and ensure detailed root-cause documentation and timely resolutions.

The role requires a bachelor's degree in a related field and hands-on knowledge of ITSM, networking, authentication methods, and security tools (IDS/SIEM). Certifications such as ITIL and Security+ are a plus.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• Knowledge of IT systems, networking, and ITSM practices.
• Familiarity with IT security tools and standards (IDS, SIEM, ISO).
• Certifications such as ITIL and Security+ are advantageous.

Responsibilities

• Manage efficient and timely responses to incidents.
• Identify improvement opportunities in incident management processes.
• Categorize incidents by severity and prioritize impact on operations and security.
• Maintain detailed incident records including root cause, resolution and actions taken.
• Ensure compliance with regulations and alignment with security policies.
• Mitigate recurring incidents and restore IT services quickly to normal state.
• Communicate effectively with internal and external stakeholders as required.
• Ensure incident management practices adhere to established requirements.

Skills

IT systems knowledge

IT service management

Networking knowledge

Authentication methods

IDS and SIEM tools

Education

Bachelor's degree

Tools

ISO incident frameworks

ITIL certification

Risk management training

CompTIA Security+ certification

Job description

Job Description:

Ensure operational continuity by minimizing the impact of incidents and restoring affected technological services in the shortest possible time, thereby maintaining efficient and reliable operations without service disruptions.

• Manage efficient and timely responses.
• Identify improvement opportunities in the management of processes of incidents and propose solutions.
• Recognize and identify events and/or anomalies that negatively impact IT systems operations.
• Categorize incidents based on their severity and scope, prioritizing those with the greatest impact on operations and organizational security.
• Maintain detailed records of each incident, including root cause, resolution, and actions taken.
• Ensure compliance with applicable regulations and alignment with the organization’s security policies and standards .
• Minimize the impact of incidents and restore the IT services to their normal state with minimal delay
• Mitigate similar recurring incidents.
• Take prompt and effective action to resolve incidents and maintain the stability of IT systems.
• Ensure efficient resource allocation and timely response to high-risk issues.
• Enable effective communication with internal and external stakeholders as required.
• Guarantee that incident management practices adhere to established requirements.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Knowledge of IT systems (Windows, Linux, network equipment, servers, databases, etc.)
• Knowledge of IT process management (best practices in IT service management)
• Knowledge of computer networking
• Knowledge of IT system authentication methods
• Knowledge of tools such as IDS and SIEM

Other requirements (Courses, seminars, certifications, and other licenses)

• Practical knowledge of incident management frameworks (e.g., ISO standards)
• ITIL certification
• Risk management training/coursework
• CompTIA Security+ certification