Incident Coordinator/Manager

Incident Coordinator/Manager

Prov International (Philippines) Inc.
3-7 years
Not Specified

Job Description

Job Responsibilities:

- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident or service request, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence/impact on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team/development team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Scheduling of support hours, including off hours support
- Bachelor's degree in information technology, engineering, or a related field.
- At least three years experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including OMNITRACKER, JIRA, etc.(add more tools as deemed necessary)
- Experience working with IT systems and software such as RabbitMQ, MongoDB,
- Solid knowledge of programming languages, such as SQL, Java, .Net, and Angular.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem-solving, analytical, and time management skills.
- Infra experience might be good too, if we want him to oversee performance. Technical skills might be a nice to have, but not needed.
- Willingness to go beyond work hours
- Able to push back when needed.

ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy

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Functions : IT

Industries : IT/Computers - Software

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