IT Incident Response Lead for Service Reliability

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

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.