ITSM Major Incident & Problem Management Analyst
Optum Quezon City Full-time
Job Responsibilities
- Lead and coordinate response efforts for P1/P2 major incidents and service disruptions.
- Facilitate incident war rooms and engage appropriate technical teams and vendors.
- Drive service restoration activities while ensuring adherence to ITSM Incident and Change Management processes.
- Provide timely incident communications and executive status updates.
- Maintain accurate incident documentation, timelines, and post-incident records.
- Govern Problem Management records, including root cause analysis (RCA) tracking and resolution activities.
- Coordinate and monitor problem tasks to ensure SLA compliance and timely closure.
- Facilitate problem review sessions and communicate outcomes to stakeholders.
- Support continuous improvement initiatives and ITSM process adherence.
- Utilize ServiceNow and other ITSM tools to manage incidents and problems effectively.
- 4+ years of experience in ITSM Major Incident Management or a similar incident coordination role.
- 2+ years of experience in ITIL Problem Management and RCA governance.
- Strong knowledge of ITIL Incident, Problem, and Change Management processes.
- Experience managing major incident calls, stakeholder communications, and service restoration efforts.
- Hands-on experience with ServiceNow ITSM.
- Excellent verbal and written communication skills.
- ITIL Foundation (v3 or v4) certification preferred.
- Ability to work rotating shifts and participate in on-call support.
- Hybrid
- Laptop/Computer Provided by the Company
- Market Total Rewards Package
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Fee Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
- Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
- UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
- We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
- As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
- Elevate your career with a leading health care company while improving lives
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