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Incident Management Analyst

Keywords / Skills : Service Now

1 - 4 years
Posted: 2019-03-15

Nationality
Philippines
Industry
ITES/BPO
Function
IT
Role
Other Information Technology
Education
Bachelors
Degree
Posted On
15th Mar 2019
Job Description
Responsibilities:

  • Analyze incidents to identify service restoration actions to be taken
  • Assists with classification and prioritization of incidents
  • Assists others with identifying the impact of incidents
  • Takes incident resolution actions to restore service to customers
  • Monitoring Incident details, including the Configuration items affected
  • Incident investigation and diagnosis (including resolution where possible)
  • Detection of possible problems and the assignment of them to the Problem Management team for determination of next steps
  • Resolve and recover assigned Incidents
  • Participation in audit activities related to the Incident Management process
  • Monitoring the status and progress towards resolution of assigned Incidents
  • Keeping affected Business Units informed of progress
  • Escalating the process as necessary per established escalation policies
Qualifications:

  • 2+ years’ experience as an incident manager
  • Financial and/or Mortgage industry expertise preferred
  • ITIL Foundations V3 Certification with emphasis/focus in the Incident and Problem Management processes, preferred competencies:
  • Customer Orientation/Positive Impact
  • Results Orientation/Sense of Urgency
  • Relationship Building/Sensitivity
  • Problem Solving and Decision Making
  • Ability to maintain a flexible schedule for 24x7 responsiveness when on-call
  • Ability to perform well under stress
  • Ability to drive important issues on the telephone
  • Ability to quickly learn the business structure within the company
  • Excellent writing skills, polished verbal communication skills
  • Willing to work in MOA Complex, Pasay City

Key Skill(s)

About Company

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.
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