Incident Management Lead (Senior to Manager) — Hybrid Ortigas

weSource Management Consultancy Firm; Pasig; Hybrid; PHP 892,800 - 1,339,200; Full time

Job summary

A leading management consultancy firm in the Philippines seeks a Major Incident Management Support professional for a hybrid role. The position involves collaborating with Development and QA teams on production enhancements and resolving complex issues. Candidates should have a Bachelor's degree in a relevant field and extensive experience in technical support and data analytics. The ideal candidate will thrive in a multi-cultural environment and have strong project management skills, particularly in ITIL and DevOps methodologies.

Qualifications

• Bachelor's degree: MIS, CS, Business Administration, Statistics, Engineering, or Mathematics.
• ITIL Foundations, Microsoft Azure, and Cloud Platform Foundation Certification.
• 3 - 5 years supervisory experience as Supervisor.
• 2 - 3 years as Senior Analyst.
• 5 - 10 years managerial experience as Manager.
• 5-10 years providing technical support for executive and general end-users.
• Minimum 2 years exposure with data analytics and visualizations.
• Minimum 1 year experience in DevOps and understanding of CI/CD Pipelines.

Responsibilities

• Collaborate with Development and QA Teams for enhancements and bug fixes.
• Manage Development backlog by prioritizing outstanding issues.
• Resolve complex Data Platform issues with support teams and users globally.
• Conduct detailed investigations into root causes using logs and feedback.
• Develop metrics to identify trends and escalate high impact issues.

Skills

Collaborative teamwork

Critical troubleshooting

Data analytics

Multi-time zone operations

Technical support

Education

Bachelor's degree in relevant fields

Tools

ServiceNow

Jira

Confluence

Dynatrace

Splunk

Prometheus

Grafana

DataDog

Job description

A leading management consultancy firm in the Philippines seeks a Major Incident Management Support professional for a hybrid role. The position involves collaborating with Development and QA teams on production enhancements and resolving complex issues. Candidates should have a Bachelor's degree in a relevant field and extensive experience in technical support and data analytics. The ideal candidate will thrive in a multi-cultural environment and have strong project management skills, particularly in ITIL and DevOps methodologies.