Incident Management Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 750,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a proactive Incident Management Analyst to identify, analyze, and resolve IT incidents to minimize business impact. You will log incidents, analyze root causes, coordinate with IT units, and provide timely updates to stakeholders.

Ideal candidates have a degree in Computer-related, Engineering or Math-related fields and at least 1 year in IT service management, incident management, IT operations, or technical helpdesk, with strong analytical and

Qualifications

• Strong analytical and problem-solving abilities.
• Excellent coordination and communication skills.
• Experience in IT service management, incident management, IT operations, or helpdesk is preferred.

Responsibilities

• Logs incidents reported by users and automated systems.
• Analyzes incidents to identify root cause and coordinates mitigation efforts.
• Collaborates with IT units to facilitate rapid incident resolution.
• Provides updates to stakeholders on incident status and progress.
• Maintains accurate incident documentation including descriptions, resolutions, and follow-up actions.
• Identifies opportunities for process improvements within the incident management framework.
• Ensures ITIL-aligned practices and governance are followed.

Skills

Analytical skills

Problem solving

Coordination

Communication skills

Education

Bachelor's degree in Computer-related, Engineering or Math-related fields

Tools

ITIL

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