IT Operations Analyst II (Incident Management) Pasay

Conduent; Philippines; On-site; PHP 420,000 - 560,000; Full time

Job summary

Conduent is seeking a Helpdesk Incident Manager in the Philippines to coordinate restoration of service during major incidents and drive rapid resolution. You will lead a cross‑functional team and escalate to service teams and leaders to ensure appropriate awareness and focus.

You will produce timely communications for senior leaders and stakeholders, work with SMEs to identify customer impact, and record/incidents while classifying them to restore services quickly.

Qualifications

• 3-4 years in a Helpdesk and Incident management role.
• Graduate of BS IT or related course.
• Excellent written and oral communication with all management levels.
• Good understanding of production IT environment and IT operations.
• Strong interpersonal and teamwork skills.
• Ability to work rotating shifts to support 24/7/365 operations.
• Experience in a technical support field: network, server, storage.
• Knowledge of 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 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.)

Skills

Communication

Interpersonal skills

Teamwork

Incident management

Helpdesk experience

Education

BS IT / related field

Bachelor's degree

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