Incident Manager

? Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field
? Must have 3 years of experience in Incident Management, Problem and Change Management and IT Operations - Non Nego
? Must have experience with Major and Minor Incidents - Non Nego
? Know and has a background in P1 and P2 - Non Nego
?Critical incident debriefs - Non Nego
? Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction.
? A solid understanding of the ITIL Incident & Change Management process - Non Nego
? Experience and knowledge of change management principles, methodologies and tools
? Willingness to render rotating shifts and should have no preference to schedule - Non Nego
? Possesses strong attention to detail, leadership, problem solving and analytical skills
? High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
? Responds adequately to inquiries and complaints
? Managed multiple high priority initiatives in a fast paced, highly technical environment
? Experienced with any ticketing system, but experience in CASD ticketing tool is a plus
? Able to develop and provide SLA's and KPI's
? ITIL Certification is a plus.
? Must be amenable to work in a shifting schedule at Alabang