Incident Management Analyst

PJ Lhuillier Group of Companies; Makati; Sur place; PHP 300 000 - 540 000; Plein temps

Résumé du poste

PJ Lhuillier Group of Companies is seeking an Incident Management Specialist to identify, analyze, and resolve IT incidents, ensuring timely resolution and minimal business impact. You will log incidents, analyze root causes, and coordinate cross-functional efforts to restore services promptly.

The role requires collaboration with IT teams, regular updates to stakeholders, and documentation of incident resolutions and follow-up actions.

Qualifications

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

Responsabilités

• Logs incidents reported by users and automated systems.
• Analyzes registered error and identifies the root cause; assesses the incident and coordinates effort to mitigate 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.

Connaissances

Analytical skills

Problem-solving

Coordination

Communication skills

Formation

Bachelor's degree in Computer Science/Engineering/Math

Description du poste

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