IT Incident Analyst

Work arrangement: Remote

Work schedule: PH night shift (weekdays)

Scope:

The IT Incident Analyst is responsible for overseeing and managing the organization's incident and problem management processes. They are responsible for minimizing the impact of incidents and problems on business operations by ensuring efficient resolution, root cause analysis, and proactive prevention strategies. This role involves coordinating with various stakeholders, facilitating incident and problem resolution, and driving continuous improvement efforts.

This role is be based at our office in Manila/Cebu/Dumaguete and has responsibility for the following:

1. Incident Management:

Establish and maintain an effective incident management process.

Receive, document, and prioritize incident reports from various sources.

Coordinate and facilitate incident resolution activities, ensuring timely and effective response.

Communicate with stakeholders about incident status, impact, and resolution progress.

Conduct post-incident reviews to identify areas for improvement and implement preventive measures.

2. Problem Management:

Develop and maintain a robust problem management framework and process.

Analyze incidents to identify underlying problems and root causes.

Facilitate and lead problem investigations and root cause analysis activities in PAB (Problem Advisory Board) meetings.

Collaborate with technical teams to develop and implement permanent solutions.

Track and report on problem resolution progress and ensure timely closure.

3. Incident and Problem Reporting:

Generate reports on incident and problem trends, key metrics, and performance indicators.

Provide regular updates to management and stakeholders on incident and problem management activities.

Identify areas for improvement and recommend changes to enhance incident and problem management processes.

4. Stakeholder Management:

Liaise with various stakeholders, including IT teams, and business units.

Foster effective relationships and collaboration to ensure smooth incident and problem resolution.

Manage stakeholder expectations and provide timely and accurate communications.

Training stakeholders on service management processes and procedures providing coaching when necessary.

5. Continuous Improvement:

Proactively identify opportunities for enhancing incident and problem management processes.

Drive continuous improvement initiatives, such as automation, knowledge management, and preventive measures.

Stay updated with industry best practices and emerging trends in incident and problem management.

Qualifications and Skills:

Minimum of 3 years of relevant professional IT experience.

Minimum 3 years demonstrated experience in managing and resolving incidents and problems in an IT environment.

Experience in Fresh Service is a plus.

Strong understanding of incident and problem management principles and frameworks (e.g., ITIL).

Possesses a service and solution orientated approach.

Must be action and results oriented.

Very good organizing, time management and priority setting skills.

Strong analytical and problem-solving abilities.

Attention to quality and an eye for detail.

Driven by a desire for continuous improvement.

Must be enthusiastic, communicative, and eager to learn.

Must demonstrate excellent written or oral communication skills.

Open to flexible work conditions to ensure the availability of services and the timely delivery of solutions.

Ability to share knowledge and collaborate by developing content and documentation for distribution to other team members, managers, and customers.

Motivated to respond quickly to emergency and business impacting situations.

Ability to handle pressure situations with clarity, focus and professionalism.

Needs to be adaptable to rapid change.

A very good understanding of Quality as it relates to Customer satisfaction.

Has worked in large multi-national environments that span the globe.

Bachelor's degree in engineering, computer science or a related field (or equivalent work experience).