ITSM Operations Specialist — Major Incidents & Problems

Iqor; Philippines; On-site; PHP 540,000 - 780,000; Full time

Job summary

Iqor is seeking an ITSM Coordinator to support Major Incident and Problem Management operations in a fast-paced environment. You will coordinate incident responses, facilitate technical bridges, manage escalations, track corrective actions, and document outcomes from start to finish.

This hands-on role requires clear communication, solid documentation, and the ability to work across teams, including rotational shifts, after-hours coverage, or on-call schedules.

Qualifications

• 3+ years of IT Service Management or service-operations experience.
• Direct practitioner experience in Major Incident Management or Problem Management.
• ITIL Foundation certification or a comparable ITSM certification is required.
• Working knowledge of Incident, Problem, Change, Knowledge, and Service Level Management.

Responsibilities

• Coordinate major incidents, including bridge facilitation, escalation, action tracking, stakeholder communication, and operational handoffs.
• Maintain accurate incident records and timelines through 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 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, and service levels.

Skills

IT Service Management

Major Incident Management

Problem Management

ITIL Foundation certification

ServiceNow

MS 365

Communication skills

Documentation skills

Tools

ServiceNow

MS 365

Outlook

Teams

Job description

Iqor is seeking an ITSM Coordinator to support Major Incident and Problem Management operations in a fast-paced environment. You will coordinate incident responses, facilitate technical bridges, manage escalations, track corrective actions, and document outcomes from start to finish.

This hands-on role requires clear communication, solid documentation, and the ability to work across teams, including rotational shifts, after-hours coverage, or on-call schedules.