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Incident Management Service Specialist

2 to 4 Years

With business certificates

Established in 2005
5001-10,000 Employees

G/F Skyrise Alpha Bldg., Cebu Business Park, Hipodromo, Cebu City, Cebu

Total vacancies for this job title : 2

Posted On: April 20, 2021

Job ID: 376565


Job Description:
  • Coordinates and drives Restoration of Service for Major Incident events.
  • Coordinating a large Cross Functional Team
  • Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
  • Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
  • Work closely with SMEs to quickly identify customer impact (who, how, when)
  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Minimum of 2-3 years of experience in a Helpdesk and Incident management role.
  • Graduate of BS IT/ any related course
  • Excellent communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
  • Good understanding of production IT Environment and IT Operations
  • Strong interpersonal and teamwork skills.
  • Ability to work rotating shifts to support 24/7/365 organization
  • Experience in a technical support field: network, server, storage
  • Knowledge in ITIL is a plus

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