IT Quality Analyst III
Alorica
- Taguig City, Metro Manila
- Permanent
- Full-time
- Prepares customer facing documentation for status updates and incident reports during the entire incident lifecycle.
- Ensures availability and quality of required notifications and updates within established service levels.
- Ensure that all the detection, diagnosis and prioritization of major incidents is effectively and consistently recorded.
- Maintain the quality and consistency of major incident handling in relation to documentation. Ensure that all incident tickets are orderly categorized and documented based on impact, priority, and ownership categorization.
- Ensure that Incident Management KPIs are recorded, and their targets met.
- Identify potential areas where policies and procedures require change and where new ones need to be developed.
- Post Incident, the Incident Management specialist will provide input into processes and planning to help drive internal improvements.
- Develop new procedures and update existing ones to enhance IT Incident Management process.
- Make recommendations for service and process improvement plan, design and continually improve process and metrics.
- Participates in on call duties as Shift Manager to support Off hours, ensure that support bridges are sufficiently allocated and Incident Management end to end process is diligently applied.
- Respond to critical incidents by acknowledging reports and alerting critical function by triggering Incident Management and Technical group escalation path.
- Ensure adherence to IT Incident management procedures and provides coaching opportunities identified through process and quality audits.
- IT/ Computer Technology and other related courses /degree/certification or equivalent experience within area related to job function.
- At least 3 years work experience in the related field of Incident Management/ Problem Management/ IT support/Service Desk
- At least 5 years work experience in the IT operations with mission critical environment
- Have handled/led Projects related to service and process continual improvement using lean methodology.
- Understanding of service level agreements and their application
- Good analytical skills structured and methodical approach.
- Ability to work independently and make decisions where necessary.
- Good oral and written communication skills
- Ability to meet challenging targets within deadline.
- Ability to work within a 24x7 support structure, holidays and rotating on-call duties.
- Incident Management Leadership
- High level knowledge on handling Major Incidents
- Root cause Analysis and other Problem Management related skills
- ITIL foundation Certified.
- Lean Six Sigma trained.
- Project Management Foundation
- Familiarity with ServiceNow Tool and MS Office Tools