Incident Manager

LOCATION: MANILA AND CEBU PHILIPPINES
JOB TITLE: INCIDENT MANAGER

Job Description:
RESPONSIBILITIES:
- Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.
- Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
- Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
- Coordinating with the respective SMEs for speedy resolution of the Major Incident.
- Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
- Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
- Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
- Ensuring that all the resolution procedures are updated in the knowledge database / Work log.
- Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
- Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process).
- Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents.
- Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
- Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents.

KEY SKILLS AND COMPETENCIES
- 8-10 years exp in driving the service operations.
- Min 8 year of experience in managing the IM and MIM processes.
- Preferably ITIL Expert, or Min two ITIL Intermediate certified professional.
- Strong analytical, communication, presentation and reporting skills.
- Good leadership, people management and operational skills.
- Should have exposure to ITIL practices.
- Good written & verbal communication skills.
- Experience in helpdesk environment.
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
- Ability to work in shift and flexible schedule.
- Ability to motivate staff.
- Excellent team skills with ability to listen and contribute to discussions and meetings.
- Building & Maintaining Relationships.
- End to end ownership for customer satisfaction through levels of support.
- Planning and organization & working well with Virtual Team.
- Virtual Team Management Skills.
- Relationship Management for services and vendors interface.

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