Incident Management

CallTek; Cebu City; On-site; PHP 500,000 - 900,000; Full time

Job summary

CallTek in Cebu City seeks an IT Incident Manager to ensure continuity by promptly detecting, prioritizing, and resolving incidents affecting IT services. You will document root cause, coordinate responses, and drive improvements in incident processes to minimize downtime.

The role requires a degree in CS/IT/Engineering, knowledge of Windows/Linux networks, ITIL/ISO frameworks, and familiarity with IDS/SIEM tools; certification is a plus.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• Knowledge of IT systems: Windows, Linux, networks, servers.
• Familiarity with IT service management practices (ITIL/ITSM).
• Knowledge of computer networking.
• Knowledge of IT system authentication methods.

Responsibilities

• Manage efficient and timely responses to incidents.
• Identify improvement opportunities in incident management processes.
• Recognize events or anomalies that affect IT operations.
• Categorize incidents by severity and scope to prioritize impact.
• Maintain detailed records of incidents, including root cause and actions taken.
• Ensure compliance with regulations and align with security policies.
• Minimize incident impact and restore IT services quickly.
• Take prompt action to resolve incidents and maintain stability.
• Ensure efficient resource allocation for high-risk issues.
• Communicate effectively with internal and external stakeholders.
• Ensure incident management practices meet established requirements.

Skills

Incident management

IT systems

ITSM

Education

Bachelor's degree in CS/IT/Engineering

Tools

IDS

SIEM

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
• 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

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

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