Senior ITSM: Major Incident & Problem Manager

Coforge; Muntinlupa; Presencial; PHP 420.000 - 800.000; Jornada completa

Descripción de la vacante

Coforge in the Philippines is seeking an ITSM Coordinator to support Major Incident and Problem Management daily operations. You will coordinate incident response, facilitate bridges, track actions, and communicate with stakeholders while ensuring smooth handoffs.

This hands-on role requires sound judgment, clear documentation, and reliable follow-through. You may participate in rotational shifts, after-hours coverage, or on-call duties to sustain service stability across the organization.

Formación

• 3+ years in IT Service Management or service-operations.
• Hands-on Major Incident Management or Problem Management experience.
• ITIL Foundation certification or equivalent required.
• Familiar with Incident, Problem, Change, Knowledge, and SLA management.
• Ability to coordinate technical teams under pressure and maintain urgency.
• Strong communication with technical and non-technical audiences.
• Experience with enterprise ITSM platforms, preferably ServiceNow.
• Comfort with rotating shifts / on-call schedules.
• MS 365 tools proficiency: Outlook, Teams, Copilot.

Responsabilidades

• Coordinate major incidents, including bridge facilitation, technical engagement, escalation, action tracking, stakeholder communication, and handoffs.
• Maintain incident records and timelines through restoration and closure.
• Support post-incident reviews and document corrective actions.
• Manage problem records from identification to root-cause investigation, remediation, and closure.
• Facilitate root-cause analysis and escalate overdue investigations.
• Analyze incident trends to identify recurring issues and improvement opportunities.
• Maintain relationships among incidents, problems, known errors, and changes.
• Monitor process adherence, record quality, aging, and service levels.
• Maintain procedures, templates, reports, and job aids.
• Identify and support improvements to processes, communications, and reporting.
• Participate in rotational shifts / on-call coverage as required.
• Perform other duties and projects as assigned.

Conocimientos

ITSM experience

Major Incident Management

Problem Management

Coordination under pressure

Analytical skills

Communication skills

ServiceNow

Influence without authority

MS 365 tools

ITSM processes knowledge

Educación

ITIL Foundation certification

Herramientas

ServiceNow

Descripción del empleo

Coforge in the Philippines is seeking an ITSM Coordinator to support Major Incident and Problem Management daily operations. You will coordinate incident response, facilitate bridges, track actions, and communicate with stakeholders while ensuring smooth handoffs.

This hands-on role requires sound judgment, clear documentation, and reliable follow-through. You may participate in rotational shifts, after-hours coverage, or on-call duties to sustain service stability across the organization.