Incident & Problem Management Officer

H2 Software Consulting Services Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

H2 Software Consulting Services Inc. in the Philippines is seeking an Incident and Problem Manager to lead efforts across IT support teams. You will manage incident and problem tickets from initiation to resolution, coordinate major incident responses, and collaborate with Service Desk for advisories.

You will develop documentation, perform root cause analysis, track trends, and generate performance metrics to drive continuous improvement within ITSM processes.

Qualifications

• Proven experience in incident and problem management within an IT environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Familiarity with ITIL or other ITSM frameworks is preferred.

Responsibilities

• Manage and prioritize incident and problem tickets from initiation to resolution.
• Leads and coordinates the response to major incidents, ensuring a rapid and effective resolution.
• Touchbase with Service Desk to supplement the updates for advisories/announcements.
• Collaborate with IT support teams to ensure timely and effective incident resolution.
• Prepare incident report for major incidents and other incidents as requested, follows through with the approval up to release of the final report
• Facilitates the root cause analysis with different support units, identifying the root causes and permanent solutions.
• Follow through of problem tasks with support units to ensure completion of RCA and fixes
• Analyze incident trends, identifying repeat issues and measures for incident reduction.
• Develop and maintain documentation related to incident and problem management processes.
• Generate and analyze performance metrics to drive continuous improvement.

Skills

Incident & problem management

Analytical thinking

Communication skills

ITIL / ITSM familiarity

Job description

Qualifications:

• Proven experience in incident and problem management within an IT environment.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal abilities.

• Familiarity with ITIL or other ITSM frameworks is preferred.

Key Responsibilities:

• Manage and prioritize incident and problem tickets from initiation to resolution.

• Leads and coordinates the response to major incidents, ensuring a rapid and effective resolution.

• Touchbase with Service Desk to supplement the updates for advisories/announcements.

• Collaborate with IT support teams to ensure timely and effective incident resolution.

• Prepare incident report for major incidents and other incidents as requested, follows through with the approval up to release of the final report

• Facilitates the root cause analysis with different support units, identifying the root causes and permanent solutions.

• Follow through of problem tasks with support units to ensure completion of RCA and fixes

• Analyze incident trends, identifying repeat issues and measures for incident reduction.

• Develop and maintain documentation related to incident and problem management processes.

• Generate and analyze performance metrics to drive continuous improvement.