Major Incident Analyst

Abbott Laboratories; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

Abbott is seeking a Major Incident Analyst in the Philippines to join a global healthcare team driving rapid incident resolution and continuous improvement. You will manage escalations, perform root cause analysis, and coordinate with IT support to resolve major incidents and prevent recurrence.

The role is full-time and based in the Philippines, offering opportunities to grow within an international company while supporting Abbott’s commitment to diversity and excellence in healthcare.

Qualifications

• Bachelor’s degree in Information Technology or similar area; or equivalent work experience.

Responsibilities

• Effectively manage Major Incidents by ensuring appropriate teams are quickly engaged in the resolution process, managing the technical bridge and communications.
• Work with BTS infrastructure and application support teams to ensure swift incident resolution and investigation management.
• Analyze incident trend data to identify recurring Major Incidents and drive preventive actions.
• Ensure MI and Problem Investigation data is current and accurate for metrics and reporting.
• Participate in on-call rotation and stay current on developments in related technologies and regulatory requirements.
• Collaborate with IT customers to deploy cost-effective and compliant solutions and remain updated through literature and conferences.
• Identify and resolve business issues and escape issues when appropriate.
• Perform related functions and responsibilities as assigned.

Skills

Major Incident Management

Root Cause Analysis

Incident Communications

On-call Support

Education

Bachelor’s degree in Information Technology

Job description

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

As the Major Incident Analyst, you will receive and process escalations, identify major incidents, and ensure quick and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. You will also perform Root Cause Analysis (RCA) activities related to Major Incidents, including facilitating root cause investigations, following up on corrective and preventive actions, and supporting related metrics.

What You’ll Do

• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, managing the technical bridge, group chat, and providing BTS internal and business-facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigations.
• Analyze and report incident trend data to identify and eliminate recurring Major Incidents.
• Enable accurate metrics and reporting by ensuring appropriate MI and Problem Investigation data is current and accurate.
• Participate in on-call rotation.
• Remain current on developments in fields of expertise, regulatory requirements, company products, markets, objectives, and industry trends.
• Maintain current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant, and cost-effective through literature, trade journals, professional associations, and attendance at conferences and seminars.
• Resolve and/or facilitate resolution of problems, including identifying causes to prevent recurrence.
• Identify and resolve business issues and escape issues when appropriate.
• Perform related functions and responsibilities, as assigned.

Requirements

• Bachelor’s degree in Information Technology or similar area; or equivalent work experience.
• Minimum of 3 years of relevant experience.

Location

This position is based in the Philippines.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.