ITSM Operations Specialist-Alabang

iQor; Muntinlupa; On-site; PHP 600,000 - 800,000; Full time

Job summary

iQor is seeking an ITSM Coordinator in the Philippines to support Major Incident and Problem Management. The role coordinates major-incident responses, facilitates calls, manages communications, and tracks corrective actions through completion.

This is a hands-on operational position requiring sound judgment, clear communication, and strong documentation skills. The role includes participation in rotating shifts or on-call coverage as required, with a focus on improving service stability and

Qualifications

• 3+ years of IT Service Management or service-operations experience.
• Direct hands-on experience in Major Incident Management and/or Problem Management is strongly preferred.
• ITIL Foundation certification or an equivalent TM certification is required.
• Knowledge of Incident, Problem, Change, Knowledge, and Service Level Management and how they interact.
• Ability to coordinate technical teams, maintain urgency, and communicate clearly under pressure.

Responsibilities

• Coordinate major incidents, including bridge facilitation, engagement of technical teams, escalation, action tracking, stakeholder communication.
• Maintain accurate incident records and timelines during restoration and closure.
• Support post-incident reviews and ensure resulting problems and corrective actions are documented and tracked.
• Manage problem records from identification through root-cause analysis, remediation, and closure.
• Facilitate root-cause analysis and escalate overdue investigations and corrective actions.
• Analyze incident trends to identify recurring issues and opportunities to improve service stability.
• Maintain relationships among incidents, problems, known errors, workarounds, changes, and knowledge records.
• Monitor process adherence, record quality, aging metrics, service levels, and operational performance.
• Maintain procedures, templates, reports, and job aids to support consistent execution.
• Identify improvements to operational processes, documentation, and reporting.

Skills

IT service management

Major Incident Management

Problem Management

ITIL Foundation

ServiceNow

MS 365

Tools

ServiceNow

Microsoft 365

Job description

The ITSM Coordinator supports the daily operations of Major Incident Management and Problem Management. This role coordinates major-incident responses, facilitates Major Incident calls, manages communications and escalations, oversees problem investigations, and tracks corrective actions through to completion. This is a hands-on operational role that requires sound judgment, clear communication, strong documentation skills, and consistent follow-through. The position may require participation in rotational shifts, after-hours coverage, or an on-call schedule.

• Coordinate major incidents, including bridge facilitation, technical team engagement, escalation, action tracking, stakeholder communication, and operational handoffs.
• Maintain accurate incident records and timelines throughout service restoration and closure.
• Support post-incident reviews and ensure that resulting problems and corrective actions are documented, assigned, and tracked.
• Manage problem records from identification through root-cause investigation, remediation, and closure.
• Facilitate root-cause analysis and escalate any overdue or stalled investigations and corrective actions.
• Analyze incident trends to identify recurring issues, problem candidates, and opportunities to improve overall service stability.
• Maintain accurate relationships among incidents, problems, known errors, workarounds, changes, and knowledge records.
• Monitor process adherence, record quality, aging metrics, service levels, and operational performance.
• Maintain procedures, templates, reports, and job aids that support consistent execution.
• Identify and support practical improvements to operational processes, communications, documentation, and reporting.
• Participate in rotational shifts, after-hours support, or on-call coverage as required.
• Perform other duties and projects as assigned.

Knowledge, Skills, and Abilities

• Three or more years of IT Service Management or service-operations experience.
• Direct practitioner experience in at least one of the following areas:
• Major Incident Management, including coordinating high-impact incidents, facilitating technical bridges, managing escalations, and communicating with stakeholders.
• Problem Management, including managing problem records, facilitating root-cause analysis, analyzing recurring incidents, and tracking corrective actions.
• Note: Direct hands-on experience in both Major Incident Management and Problem Management is strongly preferred, while strong working familiarity with the secondary discipline is required.
• ITIL Foundation certification or a comparable IT Service Management certification is required.
• Working knowledge of Incident, Problem, Change, Knowledge, and Service Level Management, as well as how these processes interact.
• Ability to coordinate technical teams and maintain structure, urgency, and clear communication during high-pressure situations.
• Strong analytical, organizational, documentation, and follow-through skills.
• Ability to communicate technical issues clearly to both technical and nontechnical audiences.
• Working knowledge of an enterprise ITSM platform, preferably ServiceNow.
• Ability to coordinate work, challenge delays, and establish accountability across teams without direct authority.
• Strong working familiarity with MS 365 office tools, including Outlook, Teams, and Copilot.
• Ability to participate in rotational shifts, after-hours support, or an on-call schedule as required.

Additional Information