Incident Problem Change (IPC) Specialist

Accent Micro Technologies, Inc.; Makati; On-site; PHP 400,000 - 650,000; Full time

Job summary

Accent Micro Technologies, Inc. seeks an IPC Specialist to coordinate and monitor IT service delivery in line with SLAs, processes, and contracts.

You will collaborate with service providers, internal teams, and stakeholders to ensure proper incident, service request, change, and problem management and timely escalation. Responsibilities include accurate service documentation, reporting, and governance support to meet organizational standards.

Qualifications

• Knowledge of IT service management processes (ITIL preferred).
• Understanding of SLA/KPI monitoring and reporting.
• Experience in documentation and coordination activities.
• Foundational knowledge of IT infrastructure and service delivery.

Responsibilities

• Coordinate incident, service request, change, and problem management activities.
• Monitor service performance against SLAs and KPIs.
• Ensure accurate and timely service documentation and reporting.
• Support service governance, audits, and compliance requirements.
• Coordinate with vendors and internal teams to resolve service issues.
• Escalate risks, issues, and service impacts promptly.

Skills

IT service management

Incident & problem management

SLA & KPI monitoring

Documentation & reporting

Stakeholder & vendor coordination

IT infrastructure familiarity

Education

Graduate of Information Technology, Computer Science, or equivalent

Job description

Job summary:

The IPC Specialist is responsible for coordinating and monitoring IT service delivery activities to ensure compliance with agreed service levels, processes, and contractual requirements. This role supports effective incident, service request, change, and problem management by working closely with service providers, internal teams, and stakeholders. The IPC Specialist ensures accurate service reporting, proper documentation, and timely issue escalation while maintaining alignment with IT service management frameworks and organizational standards.

Primary Technical Skills Needed:

• Strong knowledge of IT service management processes
• Incident, service request, change, and problem management
• Service level monitoring (SLAs and KPIs)
• Documentation and service reporting
• Stakeholder and vendor coordination
• Familiarity with IT infrastructure and service delivery environments

Minimum Technical Qualifications:

• Basic working knowledge of IT service management processes (incident, request, change, and problem management)
• Understanding of service level monitoring and reporting
• Experience in documentation and coordination activities
• Foundational knowledge of IT infrastructure and service delivery environments

Key Responsibilities:

• Coordinate incident, service request, change, and problem management activities
• Monitor service performance against SLAs and KPIs
• Ensure accurate and timely service documentation and reporting
• Support service governance, audits, and compliance requirements
• Coordinate with vendors and internal teams to resolve service issues
• Escalate risks, issues, and service impacts in a timely manner

Qualifications:

• Graduate of Information Technology, Computer Science, or equivalent
• Basic to intermediate experience in IT service management
• Working knowledge of ITIL processes
• Strong coordination, communication, and documentation skills
• Familiarity with IT infrastructure and service delivery environments