IT Operations Analyst II (Incident Management) Pasay

Responsibilities:

• Coordinates and drives Restoration of Service for Major Incident events.
• Coordinating a large Cross Functional Team
• Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
• Work closely with SMEs to quickly identify customer impact (who, how, when)
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Qualifications:

• Minimum of 3-4 years of experience in a Helpdesk and Incident management role.
• Graduate of BS IT/ any related course
• Excellent communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
• Good understanding of production IT Environment and IT Operations
• Strong interpersonal and teamwork skills.
• Ability to work rotating shifts to support 24/7/365 organization
• Experience in a technical support field: network, server, storage• Knowledge in ITIL is a plus
• Open to shifting schedule