Incident Manager

Private Advertiser; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser in the Philippines seeks an experienced IT Incident, Problem, and Change Manager to join its technical operations team. The role requires a solid ITIL foundation, strong communication with clients and stakeholders, and the ability to develop SLAs and KPIs while coordinating with vendors and internal teams.

Rotating shifts are expected, with no preference to schedule. Applicants should have at least 3 years in related domains and a track record of handling multiple

Qualifications

• Bachelor’s degree in IT-related, management, engineering, or CS.
• At least 3 years of experience in Incident, Problem and Change Management and IT Operations.
• Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction.
• A solid understanding of the ITIL Incident & Change Management process.
• Experience and knowledge of change management principles, methodologies and tools.
• Willingness to render rotating shifts and should have no preference to schedule.
• Possesses strong attention to detail, leadership, problem solving and analytical skills.
• High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management.
• Responds adequately to inquiries and complaints.
• Managed multiple high priority initiatives in a fast paced, highly technical environment.
• Experienced with any ticketing system, but experience in HDA ticketing tool is a plus.
• Able to develop and provide SLA’s and KPI’s.
• ITIL Certification is a plus.

Skills

Incident management

Problem management

Change management

IT operations

Communication skills

Stakeholder interaction

Leadership

Analytical skills

Attention to detail

SLA/KPI development

ITIL knowledge

Education

Bachelor’s Degree in IT-related field / Management / Engineering / Computer Science

Tools

Ticketing system

HDA ticketing tool

Job description

• Bachelor’s Degree in an IT-related, Management, Engineering or Computer Science field
• At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations
• Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
• A solid understanding of the ITIL Incident & Change Management process
• Experience and knowledge of change management principles, methodologies and tools
• Willingness to render rotating shifts and should have no preference to schedule
• Possesses strong attention to detail, leadership, problem solving and analytical skills
• High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
• Responds adequately to inquiries and complaints
• Managed multiple high priority initiatives in a fast paced, highly technical environment
• Experienced with any ticketing system, but experience in HDA ticketing tool is a plus
• Able to develop and provide SLA’s and KPI’s
• ITIL Certification is a plus