Internal Incident Coordinator (Work from Home)

We know our success is fueled by our people, so we empower our Qmunity and provide a workplace where you can flourish and grow.

We offer premium benefits, including:

• Home-based Setup
• Miscellaneous allowances, performance-based bonus, and yearly increase
• HMO from day 1 for you + 2 free dependents
• 6 months paid maternity/ 15-days paternity leave
• Company-sponsored training and upskilling, and career growth opportunities!

• Provide coordination in case of major incidents during regular work days, but may involve some overtime, including opening bridges, updating tickets, providing progress summaries.
• Provide daily examinations of alerts and incidents as well as changes
• Understand incidents and work to provide root cause information
• Create and manage post incident reports
• Work with technical primes to gather more information as needed

• 3–5 years of experience in technical assistance and support roles
• 3–5 years of hands-on experience with operating systems (Windows, Linux), Elastic, Fortinet, and network/system administration
• 1-2 years of experience in moderating remote meetings and organizing responses across several teams.
• 2-4 years of experience in conducting technical analysis through the examination of logs, error messages, and technical reports to pinpoint the underlying causes and possible remedies.
• 2-4 years of experience in the ticketing process and incident tracking software (i.e. Service Now, Jira)
• 1-2 years of experience in generating reports on incident trends, root causes (i.e. Post Incident Reports), and process effectiveness

• Bachelor's degree or equivalent experience
• Familiarity with ITIL Version 3 or 4, Foundations certificate a plus but not required
• Familiarity with Agile methodologies a definite plus
• Familiarity with Cyber Security concepts

• Day shift – 9:00 AM – 5:00 PM (Manila Time)
• Night shift during the 1st two months of training