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Incident Manager

Cambridge University Press - Manila

Makati City, Metro Manila

Hiring until March 05

Refer & Earn

Up to PHP 8,000

Job Description

Job Purpose
 
The Incident Manager will be an integral member of the Global Service Management team developing and managing standard methodologies in Incident Management. This position is accountable for the end-to-end efficiency and effectiveness of the work performed to restore critical Technology services within the Incident Management process. This includes directing, executing and driving service restoral efforts during outages of high-demand technology services; participating in Continual Improvement of the Incident Management process through retrospective analysis; and maintains a close partnership with Problem Management, Change Management, and other service support teams.
 
The Incident Manager will be responsible for coordinating all resources called to address critical incidents requiring attention and/or resolution from all technology teams. This position will perform the hands-on live coordination of major incident recovery efforts, as well as create and audit incident response standards and service levels for all teams who manage the technology used to deliver and support services.

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

5 years

Qualification Summary

Principal Accountabilities
  • Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies
  • Standardize and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis
  • Identify trends and Problem nominations through Incident analysis
  • Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)
  • Review the efficiency of the Incident Management process; identify service improvement areas
  • Ensure that all incidents are logged and documented appropriately in the system of record (Marval)
  • Ensure that incident management documentation practices are well planned and agile; including live documentation utilized during an outage
  • Responsible for modifying and improving incident management procedures as necessary, with the goal of aligning the incident documentation and reporting standards to the Global Service Management strategy
  • Conduct Post Incident reviews and both make and implement recommendations for process improvements to improve response time and effectiveness
  • Deliver training as necessary to service support teams to accurately document incidents in the system of record (Marval)
  • Ensure that all incident resolution procedures are updated in the Knowledge Database
  • Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs
  • Assess business impact of incidents using sound customer facing judgement
  • Serve as the point of contact for Major Incidents
  • Responsible for documenting Major Incidents according to established Incident Management standards
  • Lead communication effort during Major Incidents through service support teams, business partners and senior management on resolution and restoration status updates
  • Facilitate the outage calls and ensure that all the required resources are engaged to work on a Major Incident
  • Prepare internal reports on Major Incidents and leading their review with the Senior Management
  • Ensure that the causes for all Major Incidents are analyzed and root cause is identified (through coordination with Problem Management)
  • Interact frequently with the service support teams on support roadmaps and operational agreements
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

Job Details

Employment Type

Full-Time

Position Level

Supervisor

Work Schedule

Flexible

Job Category

Other Categories

Vacancy

1

About Cambridge University Press - Manila

Cambridge University Press is part of the University of Cambridge. Our mission is to unlock people’s potential with the best learning and research solutions. Our vision is a world of learning and research inspired by Cambridge. A pioneer in our field with 485 years of printing tradition, we are committed to supporting innovation in learning and teaching. We publish without boundaries, ensuring our resources are accessible across the globe, in print, online and other digital formats. We take pride in supporting community programmes across the globe. Staff are encouraged to offer practical...