Incident Management Analyst

Ascendion; Muntinlupa; On-site; PHP 450,000 - 750,000; Full time

Job summary

Ascendion is seeking an Incident Analyst II to join our Infrastructure Shared Services Center and support IT Service Management and Control Room operations. You will manage high-priority incidents, coordinate restoration efforts, and communicate updates to stakeholders across Global IT and business teams.

The role requires 3–4 years in Incident Management/IT operations, strong ITIL knowledge, and excellent English communication skills.

Qualifications

• Bachelors degree in IT or related field; equivalent technical operations experience accepted.
• 3–4 years of experience in Incident Management, ITSM, NOC, Service Desk, Infrastructure Support, or related IT operations.
• Experience handling P1/P2 or high-priority incidents is preferred.
• Strong understanding of ITIL Incident, Major Incident, Problem, Change, and Service Level Management.
• Experience with ITSM/ticketing tools, service reporting, dashboards, and operational documentation.
• Strong verbal and written English communication skills.

Responsibilities

• Manage P1/P2 and high-priority incidents from identification through resolution and closure.
• Coordinate major incident bridge calls, technical teams, escalations, and service restoration activities.
• Provide timely and accurate updates to Global IT stakeholders and affected business teams.
• Monitor incident tickets and ensure proper categorization, prioritization, escalation, documentation, and closure.
• Prepare incident summaries, SLA/KPI reports, ticket analysis, and operational presentations.
• Identify recurring incidents, service issues, process gaps, and opportunities for improvement.
• Lead and coordinate Problem Management activities, including Root Cause Analysis (RCA).
• Track corrective and preventive actions (CAPA) through implementation and closure.
• Conduct trend analysis and facilitate Problem Review meetings with technical teams and stakeholders.
• Support onboarding, coaching, and knowledge transfer of Incident Analyst I team members.

Skills

Incident Management

ITSM

NOC

Service Desk

Infrastructure Support

Application Support

Stakeholder Communication

ITIL Knowledge

Education

Bachelor's degree in IT or related field

Tools

ITSM tools

Dashboards

Monitoring tools

Job description

We are looking for an Incident Analyst II to join our Infrastructure Shared Services Center and support IT Service Management and Control Room operations. This role will be responsible for managing high-priority incidents, coordinating service restoration, communicating with stakeholders, and driving continuous improvement across IT operations.

The ideal candidate has experience in Incident Management, Major Incident Management, ITSM, NOC, Service Desk, Infrastructure Support, or Application Support, with strong communication and problem-solving skills.

Key Responsibilities

• Manage P1/P2 and high-priority incidents from identification through resolution and closure.

• Coordinate major incident bridge calls, technical teams, escalations, and service restoration activities.

• Provide timely and accurate updates to Global IT stakeholders and affected business teams.

• Monitor incident tickets and ensure proper categorization, prioritization, escalation, documentation, and closure.

• Prepare incident summaries, SLA/KPI reports, ticket analysis, and operational presentations.

• Identify recurring incidents, service issues, process gaps, and opportunities for improvement.

• Lead and coordinate Problem Management activities, including Root Cause Analysis (RCA).

• Track corrective and preventive actions (CAPA) through implementation and closure.

• Conduct trend analysis and facilitate Problem Review meetings with technical teams and stakeholders.

• Support the onboarding, coaching, and knowledge transfer of Incident Analyst I team members.

Qualifications & Experience

• Bachelor's degree in IT or a related field, or equivalent technical operations experience.

• 3–4 years of experience in Incident Management, ITSM, NOC, Service Desk, Infrastructure Support, Application Support, or related IT operations.

• Experience handling P1/P2 or high-priority incidents is preferred.

• Strong understanding of ITIL Incident Management, Major Incident Management, Problem Management, Change Management, and Service Level Management.

• Experience with ITSM/ticketing tools, service reporting, dashboards, and operational documentation.

• Good technical understanding of infrastructure, applications, monitoring, networks, servers, databases, middleware, and/or cloud services.

• ITIL Foundation certification is preferred.

• Strong verbal and written English communication skills.