Incident Manager

● Bachelor’s Degree in an IT-related, Management, Engineering or Computer Science field
● Must have 3 years of experience in Incident Management, Problem and Change Management and IT Operations - Non Nego
● Must have experience with Major and Minor Incidents - Non Nego
● Know and has a background in P1 and P2 - Non Nego
●Critical incident debriefs - Non Nego
● Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction.
● A solid understanding of the ITIL Incident & Change Management process - Non Nego
● Experience and knowledge of change management principles, methodologies and tools
● Willingness to render rotating shifts and should have no preference to schedule - Non Nego
● Possesses strong attention to detail, leadership, problem solving and analytical skills
● High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
● Responds adequately to inquiries and complaints
● Managed multiple high priority initiatives in a fast paced, highly technical environment
● Experienced with any ticketing system, but experience in CASD ticketing tool is a plus
● Able to develop and provide SLA’s and KPI’s
● ITIL Certification is a plus.
● Must be amenable to work in a shifting schedule at Alabang