Incident Manager (Hybrid, Shifting - Alabang) - Manila

• Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
• Ensures the team follows the Standard Operation Procedures (SOP) to restore IT services within the defined Service Level Agreements (SLA).
• Ensures communication is sent out to Client Global IT stakeholders and documents the incident through the incident report.
• Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap to ensure continuity of the incident and problem management process from one shift to the other.
• Provides detailed post incident reports
• Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process
• Ensures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standards
• Communicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.

Job Qualification:

• At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations
• Experience and knowledge of change management principles, methodologies and tools
• Willingness to render rotating shifts and should have no preference to schedule
• High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information
• Experienced with any ticketing system
• Able to develop and provide SLA's and KPI's