Job Description This is a remote position. About the Client: Built on a foundation of over 45 years' experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers' success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3's services across consulting, project services and managed services, Data#3 is delivering the digital future. Job Summary: The Incident & Problem Manager is accountable for end-to-end Incident & Problem Management processes, standards, and metrics. The Incident & Problem Manager is responsible for ensuring the effective execution of all components of Incident & Problem Management by operational teams, to minimize the adverse impacts of incidents on internal and customers' business operations. Responsibilities: Provide a single point of contact and be responsible for coordinating the Incident & Problem management function within the organization Work with internal and external Incident and Problem management stakeholders to embed the processes within IT service delivery Take escalations from Service Desk teams and manage these as per the defined escalation procedures Accountable for the delivery of Post Incident Review reports (PIR) Coordinate Incident resolution involving internal support groups, vendors, suppliers, and customers while managing any roadblocks Provide leadership and direction during Major incidents to relevant stakeholders Provide clear directives to the response team and make key decisions to restore services quickly Own and drive the technical bridges required during major incidents to achieve service restoration and recovery efforts Maximize the customer experience about Incident Management by providing a high standard of customer service Support deployment of the Incident Management process to new customers with an in-depth understanding of the contractual support requirements React to and own escalated incidents within agreed timeframes Direct operational teams to conduct investigations to establish cause and implement corrective actions Produce the required Incident Management reports and management information Work towards IT service automation and operational efficiencies i.e. self-service Interaction with key operational areas to ensure seamless, end-to-end service delivery, i.e. Service Desk, Engineering, Service Delivery Managers, Problem, Change, Knowledge, Configuration Management Identify trends and establish avenues for continuous improvement involving changes in processes, procedures, and practices needed to achieve planned benefits. Own, manage, develop, maintain, and facilitate required training for Incident Process documentation Additional Responsibilities: Uphold and adhere to Data#3s core values, guidelines, policies, and procedures Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers. You are required to perform your duties safely without risk to your own health and safety or the health and safety of others You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location, and responsibilities in accordance with changing business needs and priorities. As part of your position, in addition to (c) above, you: May be required to perform your duties off-site, including at customer, vendor/partner, and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate May be responsible for accessing internal and third-party computer systems containing highly sensitive confidential corporate and personal information May be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position. Requirements Experience: Proven Incident and Problem management process improvement and deployment experience Experience in Governance and KPI reporting for Incident and Problem Management Experience in Root Cause analysis models, e.g. Five Why's, Kepner Tregoe, or Fish Bone techniques. Intermediate Skills and Experience working with ITSM Toolsets e.g. ServiceNow, Remedy Knowledge of Service Management processes (Primarily Service Request, CMDB, and Change management). High level of IT literacy - Office365 (Primarily Word, Excel, PowerPoint, SharePoint, and Teams) Intermediate Reporting Skills i.e. Excel, SharePoint and Power BI Skills: Highly developed written and oral communication skills with the ability to communicate with internal and external stakeholders and all organizational levels Highly developed executive writing skills for management reporting Highly developed analytical skills Highly developed influencing and relationship management skills Self-driven and resourceful to achieve goals independently as well as work well in groups and teams Ability: Excellent ability to manage multiple high-priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change, and innovation over extended periods Self-sufficiency - The ability to self-govern own learning and training requirements Tenacity - The ability to navigate past setbacks to achieve business outcomes. Regulation - Consciously manages personal contributions to articulate advice accurately and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers Adaptability - Manages away from perfection, can tailor capabilities, methods, and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices Qualifications: Tertiary degree within an IT Discipline or equivalent in years of progressive experience in an enterprise-level IT environments Certifications: ITIL certifications, v3, and previous experience following the ITIL framework Training: ITIL v4 ISMS Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 7AM-4PM Must be amenable to reporting to our Makati and BGC office as required Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program