Incident Analyst

Hunter's Hub Inc.

  • Muntinlupa, Philippines
    Unit 1902, Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City, Muntinlupa, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted 2 months ago and deadline of application is on 30 Jul
Recruiter was hiring 2 hours ago

Incident Analyst

Hunter's Hub Inc.

Job Description

Job description:

Technical Reporting Function:

  • Experienced in developing KPI dashboard
  • Experienced at least one or two of the reporting tool applications:
  • SQL Server Reporting Services (SSRS))
  • Tableau
  • Business Intelligence
  • Splunk
  • SQL query writing (SQL Server and Oracle)
  • Knowledgeable in Web Services
  • Knowledgeable Visual Basic

Demonstrated ability:

  • Designing clear, concise data visualizations that maximizes audience understanding
  • Thinking in business terms and designing data visualization via reports and dashboards
  • Building strong relationships with the business, understanding/documenting their needs, and applying technology to address the needs

Incident Management:

  • Responsible for the daily IT operations and activities
  • Provides direction in the management of incidents and problems( end to end) ensuring timely resolution are achieved.
  • Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
  • Implements policies and guidelines regarding how incidents are identified, received,
  • documented, distributed, and corrected.

  • Ensures proper IT Service Management (ITSM) processes are in place in order to
  • maximize business efficiency.

  • Establishes and maintains communications with key IT and business stakeholders
  • critical in the IT operations, allowing effective information sharing and issue resolution.

  • Serves as the point person in the coordination of critical incidents affecting the Client
  • Business operations.
  • Ensures communication is sent out to Client Global IT stakeholders, and document
  • the incident/problem through the incident report

  • Responsible for all activities that occur during the shift and provide a comprehensive
  • shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery

  • Teams and Client Global IT Management to quickly review the critical events that
  • impacted the business operations during a particular shift while the Shift Recap is to

    ensure continuity of the incident and problem management process from one shift to

    the other.

  • Evaluate existing processes and identifying more efficient ways to accomplish goals
  • and meet customer and client requirements; continuously improving the processes

    through regular assessment and adjustment.

  • Possesses a command of the different tools, processes, and industry standards being
  • used for the IT operations.

  • Being responsive to clients whilst following the principles and procedures of the quality
  • management system

  • Identify, analyze problems and suggest improvements identified in their own area of
  • responsibility and implementing those with a recognized business benefit

  • Responsible for critical incident debriefs/Root cause analysis call and reporting

Minimum Qualifications

Job Qualification:

  • Bachelor’s Degree in an IT related field
  • At least 3 years’ experience in Incident Management
  • 2+ years’ experience in Reporting and Dashboard development and data Analytics
  • Must be business and customer oriented
  • Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
  • Willing to render rotating shifts and should have no preference to schedule
  • Possesses strong attention to detail, leadership, problem solving and analytical skills
  • High level understanding of multiple IT Platforms and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
  • Respond adequately to inquiries and complaints
  • Managed multiple high priority initiatives in a fast paced, highly technical environment
  • Experienced with any ticketing system but experienced in CASD ticketing tool is a plus
  • Able to develop and provide SLA’s and KPI’s
  • ITIL Certified is a plus

Jobs Summary

Job level
Entry Level / Junior, Apprentice
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City
Staffing / Recruiting
10 openings

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About Hunter's Hub Inc.

Hunter’s Hub Incorporated is a Sourcing and Headhunting company that was founded earlier on in the year 2018. The company prides itself in its ability to source and recruit only the best and brightest of each industry. Hunter’s Hub caters to numerous clients in a multitude of industries, and has a wide-range of candidate selections to suit any of our clients’ needs. Likewise, the company specialises in sourcing out highly skilled and multi-talented IT professionals because the company mostly caters to clients being widely known to be in the IT industry. Hunter’s Hub sets itself apart from the rest of the company in the industry due to the various prominent selections of services that are custom-fit for our clients and the numerous kinds of professionals we are able to provide. Our services are highly based off of our clients’ needs and requirements, and we are able to dispense any kind of personnel that they need whether professional or non-professional. We look for only the best, and provide only the best.
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