IT Incident Lead: Process Excellence & Response

TRT; Angeles; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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

Conocimientos

ITSM

ITIL/COBIT knowledge

Team leadership

Data analysis

Programming languages (SQL, Java, C++,

Educación

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

Herramientas

SolarWinds

Zabbix

Nagios XI

Descripción del empleo

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.