incident Management and service desk associateMeralco

Work site: Ortigas, Pasig City
JOB SUMMARY:
The Incident Management and Service Desk Associate drives service restoration for all major technical interruptions to minimize the impact to business operations. It is responsible for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process. It ensures the design of the incident process aligns with the business needs and works in conjunction with Continual Service Improvement.
End-to-end responsibility for the management, communication, escalation, investigation and resolution of major incidents, ensuring business and customer updates are timely and of sufficient quality, arranging discussions and updates as required.
Ensures effective and rapid response to major incidents by leading incident management during service degradation and outages to understand current processes and drive restoration of services quickly to end users while minimizing impact.
Monitors deployment of end-user support resources for service request to ensure quality and timeliness.
Provides support to audits, disaster recovery, business continuity planning, and emergency preparedness.
QUALIFICATIONS:
Graduate of Computer Science, Computer Engineering, Electrical Engineering, Information Technology, Business, or other similar or applicable courses
Fresh graduates are welcome to apply; with 2-3 years of relevant work experience is a plus
ITIL Foundation is a plus
Strong business communications skills
Category
Meralco

Ortigas Center, Pasig City
Permanent
Full-time