IT Operations Analyst II (Incident Management) Pasay

Responsibilities:

• 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.)

Qualifications:

• Minimum of 3-4 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

• Open to shifting schedule