Major Incident Analyst

WTW; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

WTW is seeking a Major Incident Management Analyst to lead incident identification, triage and resolution across IT operations in the Philippines.

The role requires ITIL knowledge, 1–3 years in incident management, and strong communication to coordinate cross-functional teams and stakeholders.

Qualifications

• Bachelor's or Associate Degree in Information Technology, Computer Science, or related courses.
• At least 1-3 years' experience in IT Incident Management, preferably in major incident or crisis management.
• Knowledge of ITIL or other incident management frameworks.
• Good understanding of the difference between P1 and P2 incidents.
• Solid technical background and understanding of IT Infrastructure, applications, and support processes.
• Certifications in ITIL Foundation and/or Certified Incident Manager are advantageous.

Responsibilities

• Monitor sources for potential major incidents.
• Assess and prioritize incidents based on severity and impact.
• Coordinate across technical and non-technical teams to facilitate rapid resolution.
• Engage relevant teams to resolve incidents promptly.
• Provide regular updates to stakeholders on incident status and impact.
• Collaborate on post-incident analysis to identify root causes and preventive measures.
• Continuously evaluate and improve major incident management processes.
• Develop and update incident management procedures and responsibilities.
• Conduct training sessions to enhance incident management skills.
• Escalate incidents to higher management and ensure resources are allocated.

Skills

Incident identification

Incident triage

Coordination

Resolution coordination

Communication

Root cause analysis

Process improvement

Documentation

Training

Escalation

Education

Bachelor's or Associate Degree in IT/CS

Tools

ITIL Framework

Job description

Description

As a Major Incident Management Analyst, you will play a crucial role in our organization’s incident management process. You will be responsible for the timely and effective resolution of major incidents, minimizing the impact on our operations and ensuring the highest level of service availability. This role requires strong analytical skills, excellent communication, and the ability to collaborate with cross-functional teams.

The Role

• Incident Identification: Monitor various sources for potential major incidents, such as system alerts, customer reports, and internal notifications.
• Incident Triage: Quickly assess and prioritize incidents based on their severity, potential impact, and urgency.
• Coordination: Act as the central point of contact during major incidents, coordinating efforts across technical and non-technical teams to facilitate rapid resolution.
• Resolution Coordination: Act as a central point of coordination for incident resolution efforts. Engage relevant teams and resources to resolve incidents promptly.
• Communication: Provide regular updates to stakeholders, including senior management, regarding the status of major incidents, including their impact, current status, and estimated time to resolution.
• Root Cause Analysis: Collaborate with technical teams to conduct post-incident analysis, identifying the root causes of major incidents and recommending preventive measures.
• Process Improvement: Continuously evaluate and improve the major incident management process, suggesting enhancements to streamline incident response and resolution.
• Documentation: Develop and update incident management procedures, ensuring that all team members are aware of their roles and responsibilities during major incidents.
• Training: Conduct training sessions and workshops to enhance the incident management skills of team members and promote a culture of incident readiness.
• Escalation: Escalate incidents to higher management or executives as necessary and ensure the allocation of appropriate resources for resolution.

Qualifications

The Requirements

• Bachelor's or Associate Degree in Information Technology, Computer Science, or any related courses.
• At least 1-3 years' experience in IT Incident Management, preferably in a major incident or crisis management role.
• Knowledge of ITIL or other incident management frameworks.
• Good understanding of the difference between P1 from a P2 Incident.
• Solid technical background and understanding of IT Infrastructure, applications, and support processes.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
• Certifications in ITIL Foundation and/or Certified Incident Manager are advantageous.

WTW is an Equal Opportunity Employer