As an Incident Management Analyst, you will manage the full lifecycle of incidents to ensure rapid service restoration and reduce business impact. You will act as the central coordination point during service disruptions, working closely with technical teams and stakeholders to drive timely resolution, maintain accurate incident records, and contribute to continuous improvement through root‑cause analysis and trend monitoring.
What You’ll Do and How You’ll Succeed
- Incident Coordination: Manage and coordinate incidents to restore services as quickly as possible.
- Incident Monitoring: Track incidents throughout their lifecycle and ensure timely resolution.
- Communication: Provide regular updates to stakeholders and facilitate communication between technical teams.
- Documentation: Maintain accurate incident records, timelines, actions taken, and resolution details.
- Reporting and Analysis: Prepare incident reports and analyze trends to identify recurring issues.
- Continuous Improvement: Recommend improvements to reduce incident frequency and improve response efficiency.
- Stakeholder Management: Communicate effectively with business and technical stakeholders during incidents.
We’d Love to Hear From You If…
Experience
- You hold a bachelor’s degree in computer science, engineering, or a related field.
- You have 3–5 years of experience in IT incident management, IT operations, or a related role.
- You have experience managing major incidents and working in structured IT environments.
Technical Expertise
- You have strong knowledge of incident management processes and ITIL principles.
- You are experienced with ITSM tools such as ServiceNow, Remedy, or similar platforms.
- You are familiar with collaboration tools like Microsoft Teams or JIRA.
- You can monitor, track, and manage incidents effectively through their lifecycle.
- You bring strong analytical and problem‑solving skills.
- ITIL certification is an advantage.
- Experience in 24/7 support environments or enterprise/telco settings is preferred.
Ways of Working
- You communicate clearly and confidently with stakeholders at all levels.
- You can perform under pressure during high‑impact incidents.
- You manage escalations effectively and maintain strong attention to detail.
- You demonstrate strong customer service orientation and independence in execution.
Assignment Details
- Employment Type: Contract
- Location: Metro Manila
- Work Setup: Hybrid