IT Incident Lead

TRT; Angeles; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

TRT is seeking an experienced Incident Lead to oversee the incident and problem management lifecycle from Clark Global City, Philippines. The role requires coordinating with the incident management team and ensuring rapid response to service incidents while maintaining compliance with ITIL/COBIT standards.

Responsibilities include prioritizing incidents, documenting protocols for cybersecurity and server issues, and driving continual process improvements.

Qualifications

• Bachelor's degree in information technology, engineering, or related field.
• At least 3 years’ experience in IT service management or a similar role.
• Strong knowledge of ITIL and COBIT.
• Experience with IT systems and software such as SolarWinds, Zabbix, and Nagios XI.
• Excellent managerial, analytical, and time-management skills.

Responsibilities

• Oversee incident and problem management processes and coordinate with the incident management team.
• Respond to reported service incidents, identify root cause, and initiate the incident management process.
• Prioritize incidents by urgency and business impact.
• Produce documents outlining incident protocols, including cybersecurity threat handling and server failures.
• Collaborate with the incident management team to ensure compliance with protocols.
• Log incidents and resolutions to detect recurring issues.
• Escalate to TSM and TSD and CAM when needed.
• Manage incident team workloads and re-schedule non-urgent tasks.
• Ensure process quality and alignment with policies, data models, and technologies.

Skills

ITIL/COBIT knowledge

Programming languages (SQL, Java, C++,

Excellent managerial skills

Analytical & time-management

Education

Bachelor's degree in IT/Engineering

Tools

SolarWinds

Zabbix

Nagios XI

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