Incident Response & IT Service Management Associate

Maxicare; Makati; Vor Ort; PHP 400.000 - 700.000; Vollzeit

Zusammenfassung

Maxicare is seeking an IT Service Management/ Governance professional to assist in incident management and logging, ensuring timely resolution and SLA compliance. Fresh graduates or those with up to 1 year in ITSM will contribute to handling incidents with tools like ServiceNow and IT ticketing systems.

A Bachelor’s degree in IT/engineering is required, with strong analytical and collaboration skills. The role emphasizes logging, reporting, and continual process improvement within the incident

Qualifikationen

• Bachelor's degree required or equivalent
• Fresh graduate or 1 year ITSM experience
• Knowledge of ITIL and COBIT is a plus
• Experience with ServiceNow, ManageEngine ServiceDeskPlus or similar ticketing systems is a plus
• Proficiency with Pivot Tables or PowerBI
• Strong analytical, problem-solving and time management skills
• Ability to collaborate with team members and handle high data volume in fast-paced environment

Aufgaben

• Assist in overseeing the incident management process and team members involved in resolving incidents
• Respond to reported service incidents, identify causes, and initiate incident management
• Prioritize incidents by urgency and business impact
• Produce incident protocol documents including cybersecurity and server issue resolutions
• Collaborate with the incident management team to follow protocols
• Log incidents and resolutions to identify recurring issues
• Adjust incident management processes to improve effectiveness
• Keep stakeholders informed about incident status, timelines and impacts
• Ensure incident resolution meets SLA and escalate as needed
• Conduct post-incident reviews and report on trends and performance
• Follow Management System policies and drive process improvements

Kenntnisse

Team collaboration

Data analysis

Time management

Ausbildung

Bachelor's degree in information technology, engineering, or a related field

Tools

ServiceNow

ManageEngine ServiceDeskPlus

IT ticketing systems

Pivot Tables/PowerBI

Jobbeschreibung

Maxicare is seeking an IT Service Management/ Governance professional to assist in incident management and logging, ensuring timely resolution and SLA compliance. Fresh graduates or those with up to 1 year in ITSM will contribute to handling incidents with tools like ServiceNow and IT ticketing systems.

A Bachelor’s degree in IT/engineering is required, with strong analytical and collaboration skills. The role emphasizes logging, reporting, and continual process improvement within the incident