Incident Management Analyst
KMC Solutions
- Taguig, Philippines20/F Picadilly Star 4th Avenue corner 27th Street Bonifacio Global City, Taguig City, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-12-25T16:00:00+00:00Job closed.
Job Description
- Analyze incidents to identify service restoration actions to be taken
- Assists with classification and prioritization of incidents
- Assists others with identifying the impact of incidents
- Takes incident resolution actions to restore service to customers
- Monitoring Incident details, including the Configuration Items affected
- Incident investigation and diagnosis (including resolution where possible)
- Detection of possible problems and the assignment of them to the Problem Management team for determination of next steps
- Resolve and recover assigned Incidents
- Participation in audit activities related to the Incident Management process
- Monitoring the status and progress towards resolution of assigned Incidents
- Keeping affected Business Units informed of progress
- Escalating the process as necessary per established escalation policies
Minimum Qualifications
- Financial and/or Mortgage industry expertise preferred
- ITIL Foundations V3 Certification with emphasis/focus in the Incident and Problem Management processes, preferred competencies:
- Customer Orientation/Positive Impact
- Results Orientation/Sense of Urgency
- Relationship Building/Sensitivity
- Problem Solving and Decision Making
- Ability to maintain a flexible schedule for 24x7 responsiveness when on-call
- Ability to perform well under stress; ability to drive important issues on the telephone; possess the ability to quickly learn the business structure within the company
- Excellent writing skills, polished verbal communication
- Excellent problem solving and analytical skills
- Established strong work ethic
- Energetic and passionate for IT
- Team oriented
- Familiar with Information Technology process and procedures
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- 20/F Picadilly Star 4th Avenue corner 27th Street Bonifacio Global City, Taguig City, Philippines, Taguig, Metro Manila, Philippines
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About KMC Solutions
KMC Solutions is the leading outsourcing and offshoring corporate services provider in the Philippines. Our company delivers effective business solutions through a seamless integration of services, together with our sister companies: KMC MAG Group, Inc., the country's top real estate services firm and Kittelson & Carpo Consulting, a business consultancy firm. From finding the right office space or serviced office, complying with legal and business requirements down to human resources and payroll management, KMCS offers a full suite of business process outsourcing (BPO) and offshoring services that are designed to help foreign companies and investors smoothly enter the Philippine market and expand operations in the country.
KMC Solutions has a cross-cultural team composed of expatriates and Filipinos who collaborate using quality-centric processes to deliver effective results for our clients. Since 2009, KMCS has assisted businesses in successfully transitioning and establishing operations in the Philippines. Our client portfolio includes SMEs and multinational firms such as Bright, WEIR, and Readify.