IT Incident Lead

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

Job summary

TRT is seeking an Incident Lead to oversee the incident and problem management lifecycle, coordinating with cross-functional teams to resolve service disruptions in a timely manner.

The role requires 3+ years in IT service management, strong ITIL/COBIT knowledge, and hands-on experience with SolarWinds, Zabbix, and Nagios XI. You will champion process improvements and ensure KPI alignment with CSFs.

Qualifications

• Bachelor's degree in information technology, 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.
• 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 in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills

Responsibilities

• Overseeing the incident and problem management process and coordinating with the team to resolve incidents.
• Responding to reported service incidents, identifying causes, and initiating incident management.
• Prioritizing incidents by urgency and business impact.
• Producing documentation for incident protocols, including cybersecurity threat handling and server failure correction.
• Collaborating with the incident management team to ensure adherence to protocols.
• Logging incidents and resolutions to identify recurring issues.
• Adjusting the incident management process to improve effectiveness.
• Escalating to the technical services manager and director when needed.
• Managing incident team workloads and re-scheduling non-urgent tasks.
• Ensuring process quality and compliance with procedures, data models, policies, and technologies.
• Owning the process and supporting documentation from strategic and tactical perspectives.
• Defining policies for client engagement regarding the process.
• Ensuring the incident process aligns with business and industry best practices.
• Working with Compliance Service Improvement (CSI) to improve the process

Skills

ITSM

ITIL/COBIT knowledge

Team leadership

Data analysis

Programming languages (SQL, Java, C++,

Education

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

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