IT Incident Lead

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

• Overseeing the TRT ISO 9000 certified incident and problem management process and working with team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Escalating to technical services manager (TSM) and Director (TSD) along to respective Client Account Management (CAM) if escalations occur in the resolution of client issues.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
• Owns the process and supporting documentation for the process from a strategic and tactical perspective. Incident Lead 10th Floor One West Aeropark Building Unit 1W-1004 Clark Global City, Clark Freeport Zone, Mabalacat City, Pampanga 2023
• Responsible for process assuring all changes to the process and development of process improvement plans.
• Defines policies for client engagement regarding the process.
• Ensures that the process is fit for the deliverables and client service levels.
• Process Design
• Process Improvement
• Accountable for the overall process efficiency and effectiveness
• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.
• Promote and reinforce adherence to the process and policies associated with Incident Management
• Ensure the design of the Incident process aligns with the business and industry best practices.
• Works in conjunction with Compliance Service Improvement (CSI)

Requirements:

• Bachelor's degree in information technology, engineering, or a related field.
• At least three years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills