XTN-9913500 | INCIDENT MANAGEMENT COORDINATOR

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe.  From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.  More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI. 

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world. 

The Opportunity: 

ECI has an exciting opportunity for an experienced Incident Management Coordinator to join our Manila team.  In this role, you will be responsible for evaluating and classifying incidents for priority, risk and scope. In addition, this position will support inquiries and service requests. In this role, one will be responsible for handling, processing, coordinating, and dispatching of technology-based service tickets. This position requires one who is a competent multitasker and can make quick decisions based on the ITIL framework.

This is a hybrid role with at least 50% of the time reporting in our office in BGC, Taguig.  

What you will do:

• Evaluate and classify incidents for priority, risk, and scope. Assign to the appropriate resource team / member
• Main responsibility is the ownership of MIM – Major Incident Management which are P1s and P2 Incidents that impacts our clients.
• Communicate incident / request status’s accurately, timely and professionally.
• Facilitate the Incident Management escalation process by engaging the necessary business departments needed for successful and timely incident resolution.
• Coordinate scheduled maintenance windows with both internal partners and external clients.
• Ensure that any required documentation, processes, or procedures are updated in line with departmental policy
• Perform audits of incidents to ensure compliance with departmental policy through Problem Management – RCA.
• Create and/or facilitate creation of knowledge base articles, which outline operational tasks in an effort to streamline support.
• Understanding and prior experience preferred with ticketing solutions – Service Now
• Develop, document, and deploy best in class incident management processes and procedures by applying the ITIL framework on Incident and Service Request to ensure faster resolution.
• Reduce time to resolution for all incident types

Who you are:

• BS/BA degree of any technology-related course.
• 2-3 years working in an Incident Management, Problem Management, SLA Management, RCA Change Management
• Exceptional customer service orientation and experience working in a team-oriented, collaborative environment.
• Exceptional written and oral communication skills with strong documentation skills to be able to co-ordinate efficiently with onsite personnel and direct in-line managers
• Understanding of ITIL framework (Especially; Problem, Change Management, RCA and RFC process and procedures)
• Highly self-motivated and directed with sharp attention to detail
• Capable of Multitasking in a high pace environment.
• Flexible and successfully respond to multiple work pressures
• Willing to work on rotating shifts and holidays.

Bonus Points if you have:

• Certification or working experience with ITIL foundations (V3, 2011 or V4).
• An expert in handling High Priority Incidents
• Experience in working with an MSP (Managed Services Provider) with multiple clients.

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other.  In addition to working with an amazing team around the world, ECI also offers a competitive compensation and benefit packages.  If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

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