Incident Management Analyst (Quezon City Muñoz)

VXI Global Holdings B.V. (Philippines); Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an Incident Management professional to restore normal service quickly and minimize business impact. You will oversee incident detection, classification, investigation, resolution, and closure.

You will work with Service Desk to ensure proper recording, escalate SEV1 incidents, and lead post-mortem reviews with IT leads and regional teams. ITIL knowledge and 1–2 years in service desk roles are preferred.

Qualifications

• College degree in IT or related field.
• 1–2 years of experience as Service Desk Analyst.
• ITIL certification preferred.

Responsibilities

• Prevent problems and minimize incident impact by eliminating recurrences.
• Identify root cause and implement permanent fixes.
• Ensure incidents are assigned to the correct group.
• Work with Service Desk to ensure proper incident recording.
• Escalate incidents based on priority and severity.
• Create records with repeatable procedures to reduce incidents.
• Identify Sev1 incidents and unknown outages for review.
• Lead post-mortem reviews after every Sev1 incident.
• Oversee RFO documentation, approvals and release.
• Conduct weekly Sev1 reviews with regional IT leads and technical teams.

Education

College degree in IT related field

ITIL certification

Job description

About the role

Incident Management refers to activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on business operations. There are five (5) stages of Incident Management namely – 1) incident detection and recording, 2) classification and qualification, 3) investigation and diagnosis, 4) resolution and recovery, 5) Closure.

Key responsibilities

• Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
• Identify the root cause and permanent fix
• Make sure incidents are being assigned correctly to proper group
• Directly work with Service Desk to ensure proper recording of incidents
• Determine if an incident needs to be escalated according to priority and severity of the issue
• Create records with repeatable procedures with a goal of reducing the number of Incidents
• Identify Incidents for review particularly SEV1 incidents and Unknown Outages
• Take lead in initiating post mortem review after every SEV1 incident
• Be in-charge of RFO documentation, necessary approvals and its final release
• Conduct Weekly Sev1 review which includes Trend Analysis Reports with regional IT leads and technical team

(i.e. network, server, telco)

Provides monthly reports of Incidents.

Work with service desk in improving process and make sure documents are up to date

Education & Experience

• College graduate of any IT related courses
• At least 1 to 2 years of work experience as Service Desk Analyst
• Preferably with ITIL certification