Incident Management Associate

Maxicare Healthcare Corporation; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

Maxicare Healthcare Corporation seeks an Incident Management professional to support the incident lifecycle, coordinate resolution efforts, and ensure adherence to SLAs. The role involves collaborating with IT teams, logging incidents, and preparing protocols for cybersecurity and system failures.

The ideal candidate has IT service management experience, familiarity with ServiceNow and ITIL/COBIT, and strong analytical and communication skills to keep stakeholders informed.

Qualifications

• Bachelor's degree in information technology, engineering, or related field.
• Fresh graduate or at least 1 year experience in IT service management or similar role.
• ITIL and COBIT knowledge is a plus.
• Experience with IT systems and ticketing: ServiceNow, ManageEngine ServiceDeskPlus are a plus.
• Solid knowledge of Pivot Tables or PowerBI.
• Ability to collaborate with team members.
• Ability to analyze large volumes of technical data in a fast-paced environment.

Responsibilities

• Assist in overseeing the incident management process and team members involved in resolving the incident.
• Respond to reported service incidents, identify causes, and initiate the incident management process.
• Prioritize incidents according to urgency and business impact.
• Produce documents outlining incident protocols such as cybersecurity threat handling or server failure corrections.
• Collaborate with the incident management team to ensure protocols are followed.
• Log all incidents and resolutions to identify recurring issues.
• Adjust the incident management process to improve effectiveness.
• Keep users, management, and stakeholders informed about incident status, timelines, and impacts.
• Communicate with upper management if major issues are found in the IT system.
• Ensure incident resolution complies with SLAs and take action if not resolved timely.
• Conduct post-incident reviews and produce trend and performance reports.

Skills

Strong problem solving

Analytical thinking

Time management

Team collaboration

Education

Bachelor's degree in information technology, engineering, or related field

Tools

ServiceNow

ManageEngine ServiceDeskPlus

Pivot Tables

PowerBI

Job description

Position Accountability Statement

To help with the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.

Broad Responsibility Highlights

• Assist in overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Keep users, management, and key stakeholders regularly informed about the status of the incidents, resolution timelines, and any service impacts.
• Communicating with upper management if major issues are found in the IT system.
• Ensures that incident resolution complies with agreed SLAs, and taking action if incidents are not resolved in a timely manner.
• Regularly conduct post-incident reviews to analyze the causes of incidents and producing reports on incident trends and performance.

STANDARD RESPONSIBILITY STATEMENTS

Strives to embody, commits to support and deliver the Management System policy, objectives and initiatives of the organization;

Communicates, engages, directs and supports people to contribute to the Management System effectiveness;

Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;

Abides by the Management System policies and procedures for the effective management and control of its processes; and

Promotes and utilizes the Process Approach and Risk-based Thinking at work.

Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

Professional Qualification

• Bachelor's degree in information technology, engineering, or a related field.
• Fresh graduate or at least 1 year experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT is a plus
• Experience working with IT systems and software such as ServiceNow, ManagedEngine ServiceDeskPlus, and other IT ticketing systems is a plus
• Solid knowledge on Pivot Tables or PowerBI
• Ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.