Incident Response & Post-Mortem Lead

VXI Global Holdings B.V. (Philippines); Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an Incident Management professional to restore normal service quickly and minimize business impact. You will oversee incident detection, classification, investigation, resolution, and closure.

You will work with Service Desk to ensure proper recording, escalate SEV1 incidents, and lead post-mortem reviews with IT leads and regional teams. ITIL knowledge and 1–2 years in service desk roles are preferred.

Qualifications

• College degree in IT or related field.
• 1–2 years of experience as Service Desk Analyst.
• ITIL certification preferred.

Responsibilities

• Prevent problems and minimize incident impact by eliminating recurrences.
• Identify root cause and implement permanent fixes.
• Ensure incidents are assigned to the correct group.
• Work with Service Desk to ensure proper incident recording.
• Escalate incidents based on priority and severity.
• Create records with repeatable procedures to reduce incidents.
• Identify Sev1 incidents and unknown outages for review.
• Lead post-mortem reviews after every Sev1 incident.
• Oversee RFO documentation, approvals and release.
• Conduct weekly Sev1 reviews with regional IT leads and technical teams.

Education

College degree in IT related field

ITIL certification

Job description

VXI Global Holdings B.V. (Philippines) is seeking an Incident Management professional to restore normal service quickly and minimize business impact. You will oversee incident detection, classification, investigation, resolution, and closure.

You will work with Service Desk to ensure proper recording, escalate SEV1 incidents, and lead post-mortem reviews with IT leads and regional teams. ITIL knowledge and 1–2 years in service desk roles are preferred.