Major Incident & Problem Management Specialist

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

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