Incident Manager

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Vertere Global Solutions, Inc. in Metro Manila seeks an Incident Manager to lead end-to-end incident and problem management, ensuring timely resolution and SOP adherence.

You will coordinate critical incidents impacting client operations, prepare incident reports, and conduct post-incident reviews to drive improvements in change management.

Qualifications

• Experience in IT incident and problem management.

Responsibilities

• Provides direction in end-to-end incident management to ensure timely resolution.
• Ensures SOP adherence to restore IT services within defined SLAs.
• Maintains communications with key IT and business stakeholders for issue resolution.
• Acts as the point person coordinating critical incidents affecting client operations.
• Communicates incident status to Client Global IT and documents the incident report.
• Handles shift-based incident activities and prepares shift turnover and recap reports.
• Responds to clients while upholding quality management system principles.
• Identifies issues and suggests improvements with business benefits.
• Delivers detailed post-incident debriefs and reports.
• Overall responsible for Change Management adherence and process lifecycle.
• Facilitates CAB reviews and ensures changes are approved before implementation.
• Monitors progress of changes and documents risk/impact.
• Categorizes changes accurately and ensures documentation per standards.
• Audits change lifecycle and reports to upper management.
• Communicates pipeline of infrastructure changes affecting platforms.
• Facilitates approval of emergency/urgent changes.
• Produces weekly and monthly Change Management reports.
• Educates the team on Change Management processes.

Skills

Incident management

SLA adherence

Stakeholder communication

Shift coordination

Job description

Incident Manager

Incident & Problem Management

• Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.

• Ensures the team follows the Standard Operation Procedures (SOP) to restore IT services within the defined Service Level Agreements (SLA).
• Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.
• Serves as the point person in the coordination of critical incidents affecting the Client Business operations.
• Ensures communication is sent out to Client Global IT stakeholders and documents the incident through the incident report.
• Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery Teams and Client Global IT Management to quickly review the critical events that impacted the business operations during a particular shift while the Shift Recap is to ensure continuity of the incident and problem management process from one shift to the other.
• Being responsive to clients whilst following the principles and procedures of the quality management system.
• Identifies, analyzes problems and suggests improvements identified in their own area of responsibility and implementing those with a recognized business benefit.
• Responsible for critical incident debriefs.
• Provides detailed post incident reports.

Change Management

• Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process.
• Ensures that change records meet the policies before presentation to CAB.
• Facilitates the CAB review meeting and ensures all changes are reviewed and approved before implementation.
• Monitors the progress of the changes.
• Ensures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standards.
• Audits and manages the process lifecycle and reports to upper management.
• Communicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.
• Facilitates the approval of Emergency and Urgent changes when necessary.
• Produces Weekly and Monthly reports for Change Management.
• Educates the team on the Change Management process.