Incident Management Analyst

PJ Lhuillier Group of Companies; Makati; On-site; PHP 320,000 - 520,000; Full time

Job summary

PJ Lhuillier Group of Companies in the Philippines is seeking an Incident Manager to identify, analyze, and resolve incidents to minimize business impact and restore services quickly.

Responsibilities include logging incidents, root-cause analysis, coordinating across IT teams, and maintaining documentation while improving processes in line with ITIL standards.

Qualifications

• Graduate of computer-related, engineering or math-related courses.
• At least 1 year of work-related experience in IT service management, incident management, IT operations, or technical helpdesk.
• Knowledgeable of IT systems and network.
• Strong analytical, problem-solving, coordination and communication skills.

Responsibilities

• Logs incidents reported by users and automated systems.
• Analyzes registered error and identifies the root cause. Assesses the incident and coordinates effort to mitigate the impact to business function.
• Collaborates with IT units to facilitate quick resolution of incidents.
• Provides updates to stakeholders regarding incident status and resolution progress
• Maintains accurate documentation of incidents, including descriptions, resolutions, and follow-up actions.
• Identifies opportunities for process improvements within the incident management framework.
• Ensures problem management practices are aligned with ITIL standards and organizational governance frameworks.

Skills

Incident management

IT operations

Analytical skills

Coordination

Communication skills

Education

Bachelor's degree in IT/Engineering

Tools

IT monitoring tools

Networking fundamentals

Job description

The position is primarily responsible for identifying, analyzing, and resolving incidents to ensure timely resolution and minimize impact on business operations.

Job Responsibilities

• Logs incidents reported by users and automated systems.
• Analyzes registered error and identifies the root cause. Assesses the incident and coordinates effort to mitigate the impact to business function.
• Collaborates with IT units to facilitate quick resolution of incidents.
• Provides updates to stakeholders regarding incident status and resolution progress
• Maintains accurate documentation of incidents, including descriptions, resolutions, and follow-up actions.
• Identifies opportunities for process improvements within the incident management framework.
• Ensures problem management practices are aligned with ITIL standards and organizational governance frameworks.

Job Qualifications

• Graduate of Computer-related, Engineering or Math-related courses
• At least 1 year of work-related experience in IT service management, incident management, IT operations, or technical helpdesk
• Knowledgeable of IT systems and network
• Strong analytical, problem-solving, coordination and communication skills