Incident Response Lead - ITSM & Process Improvement

TRT; Angeles; On-site; PHP 600,000 - 900,000; Full time

Job summary

TRT in Angeles, Pampanga, seeks an Incident Lead to oversee IT service management and coordinate incident response. You will drive process improvements, ensure protocol compliance, and collaborate with the incident management team to deliver reliable client service.

The role requires a Bachelor's degree and 3+ years in ITSM, with strong ITIL/COBIT knowledge, and hands-on experience with SolarWinds, Zabbix, Nagios XI and programming in SQL/Java/C++/Scala.

Qualifications

• Bachelor's degree in IT, engineering, or a related field.
• At least three years’ experience in IT service management or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
• Proficiency in programming languages such as SQL, Java, C++, and Scala.
• Excellent managerial, collaboration, analytical and time-management skills.

Responsibilities

• Overseeing the TRT incident and problem management process and coordinating with team members involved in resolving incidents.
• Responding to reported service incidents, identifying causes, and initiating incident management.
• Prioritizing incidents by urgency and business impact.
• Producing documents outlining incident protocols (e.g., cybersecurity threats, server failures).
• Collaborating with the incident management team to ensure protocols are followed.
• Logging all incidents and resolutions to detect recurring malfunctions.
• Adjusting the incident management process to improve effectiveness.
• Escalating to the technical services manager and Director as needed.
• Managing incident team workloads and scheduling non-urgent tasks.
• Owning the process documentation and ensuring compliance with procedures, data models, policies, and technologies.
• Defining policies for client engagement regarding the process and ensuring alignment with KPIs and CSFs.

Skills

ITIL

COBIT

ITSM

Leadership

Analytical

Time management

Education

Bachelor's degree in information technology or related field

Tools

SolarWinds

Zabbix

Nagios XI

SQL

Java

C++

Scala

Job description

TRT in Angeles, Pampanga, seeks an Incident Lead to oversee IT service management and coordinate incident response. You will drive process improvements, ensure protocol compliance, and collaborate with the incident management team to deliver reliable client service.

The role requires a Bachelor's degree and 3+ years in ITSM, with strong ITIL/COBIT knowledge, and hands-on experience with SolarWinds, Zabbix, Nagios XI and programming in SQL/Java/C++/Scala.