incident Management analystAvaloq

Company Description
Writing the future. Together.
Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow.
By joining Avaloq, you'll become a key part of our effort to power the digital transformation of the financial services industry. Our ambition is big and bold - to provide full end-to-end digital solutions by combining our leading efficiency with a flexible, responsible digital user experience. Headquartered in Zurich, Avaloq has over 2,000 employees globally. More information is available at
Job Description
Your team:
Support our Global IT Service Desk/User Support team by performing the activities associated with ticket lifecycle management.
Your mission:
Drive the critical/major Incident management process lifecycle as defined. Work towards faster resolution of critical incidents by bringing in the concerned resolver teams together as a task force and helping them engage via a bridge call
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Determines if a major incident needs to be escalated according to the priority and severity of the issue.
Ensure all the tickets are properly assigned to their respective support group
Ensure that major Incidents assigned to their Support Groups are resolved and that service is restored
Monitor the upcoming and existing ticket thru Jira
Represent Corporate-IT towards our user community by providing friendly, professional, and swift support
Other duties and tasks related to the core IT Operations Processes Including but are not limited to Incident Management, Problem Management, and Event Management.
Qualifications
What you need:
Successfully completed IT education or comparable qualification
Practical experience in working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations, and Continual Service Improvement.
At least 2 years and above working experience with an IT Service Management Role
Experience working as part of a global team; across multiple countries and time zones
Strong planning, organizing, time, and priority management skills; ability to manage multiple streams of work
Experience in Continual Service Improvement projects
Knowledge of Ticketing Tools like Jira, etc.
Additional Information
Now let's talk about perks and compensation
We offer high flexibility in regards to working models (e.g. part time and home office models are possible depending on business requirements). Our base salaries are competitive and if you prove to be a superstar, you might even be entitled to an extraordinary achievement reward. Avaloq aims to share its success with all its employees by paying out "Success Share Units" depending on its performance in a given year.
At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone's' contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other fascinating characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.
Don't be shy - apply!
Please only apply online, preferably with pdf documents.
Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.
Avaloq

Makati City, Metro Manila
Permanent
Full-time