IT Operations Analyst II (Incident Management) Pasay

Conduent; Pasay; On-site; PHP 600,000 - 800,000; Full time

Job summary

Conduent in Pasay, Philippines is seeking an experienced Helpdesk and Incident Manager to coordinate restoration of services during major incidents. You will lead a cross-functional team, escalate to senior management when needed, and craft concise communications for stakeholders to minimize customer impact.

The role requires 3–4 years in incident management, a BS IT or related degree, excellent written and verbal communication, and a solid IT operations understanding.

Qualifications

• Minimum of 3-4 years of experience in a Helpdesk and Incident management role.
• Graduate of BS IT/ any related course.
• Excellent communication skills (written and oral), with experience interacting with all levels of management.
• Good understanding of production IT Environment and IT Operations.
• Strong interpersonal and teamwork skills.
• Ability to work rotating shifts to support 24/7/365 organization.
• Experience in a technical support field: network, server, storage.
• Knowledge in ITIL is a plus.
• Open to shifting schedule.

Responsibilities

• Coordinates and drives Restoration of Service for Major Incident events.
• Coordinating a large Cross Functional Team
• Conducts escalation to service teams, senior management and leaders to ensure awareness and focus
• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
• Work closely with SMEs to quickly identify customer impact
• Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Skills

Incident management

Helpdesk

Communication skills

IT operations

Cross-functional collaboration

Networking

Server administration

Storage experience

Shift work

Education

BS IT / related course

Tools

ITIL

Job description

Responsibilities

• Coordinates and drives Restoration of Service for Major Incident events.


• Coordinating a large Cross Functional Team


• Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus


• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)


• Work closely with SMEs to quickly identify customer impact (who, how, when)


• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible


• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Qualifications

• Minimum of 3-4 years of experience in a Helpdesk and Incident management role.


• Graduate of BS IT/ any related course


• Excellent communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.


• Good understanding of production IT Environment and IT Operations


• Strong interpersonal and teamwork skills.


• Ability to work rotating shifts to support 24/7/365 organization


• Experience in a technical support field: network, server, storage


• Knowledge in ITIL is a plus


• Open to shifting schedule