ITSM Incident & Problem Coordinator

iQor; Metro Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

iQor is seeking an ITSM Coordinator to support the daily operation of Major Incident Management and Problem Management. The role coordinates major-incident response, facilitates major incident calls, communication and escalation, and tracks corrective actions through completion.

This hands-on role requires sound judgment, clear communication, strong documentation, and consistent follow-through, with potential rotational shifts, after-hours coverage, or on-call schedules as required to maintain

Qualifications

• Three or more years of IT Service Management or service-operations experience.
• Direct practitioner experience in Major Incident Management or Problem Management.
• ITIL Foundation certification or comparable ITSM certification.
• Strong documentation, communication, and coordination skills.

Responsibilities

• Coordinate major incidents, bridge facilitation, escalation, action tracking, and stakeholder communication.
• Maintain incident records and timelines through restoration and closure.
• Support post-incident reviews and document corrective actions.
• Manage problem records from identification to root-cause investigation and closure.
• Facilitate root-cause analysis and escalate overdue investigations as needed.
• Analyze incident trends to identify recurring issues and improvements.
• Maintain relationships among incidents, problems, changes, and knowledge records.
• Monitor process adherence, record quality, aging, service levels, and performance.

Skills

ITSM

Major Incident Management

Problem Management

ITIL Foundation

MS 365 Office tools

Communication skills

Documentation

ServiceNow

Tools

ServiceNow

Job description

iQor is seeking an ITSM Coordinator to support the daily operation of Major Incident Management and Problem Management. The role coordinates major-incident response, facilitates major incident calls, communication and escalation, and tracks corrective actions through completion.

This hands-on role requires sound judgment, clear communication, strong documentation, and consistent follow-through, with potential rotational shifts, after-hours coverage, or on-call schedules as required to maintain