XTN-8839882 | INCIDENT AND PROBLEM MANAGER

Make your next big career move by applying as KMC Solutions’ next INCIDENT AND PROBLEM MANAGER!

Help keep KMC's Client's service levels up by strategically planning, documenting and establishing processes and procedures to reduce incident and problem impact to the organization. This role will champion effective communication, coordination and triage skills to drive efficiency across technology teams.

On top of your salary, here are the exciting benefits you can look forward to:

• Comprehensive health benefits
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of an INCIDENT AND PROBLEM MANAGER include:

• Act as Incident commander during major incidents
• Coordinate cross-functionally to identify key roles in quickly responding to issues o Establish incident reporting baselines, business objectives and plan strategies.
• Implement tactics defined to effectively get to resolution
• Calibrate with various business units to help prepare for events
• Streamline incident and problem reporting
• Prepare communications internally and coordinate external communications with appropriate stakeholders.
• Take charge and help reduce the noise for technical teams while providing needed updates to the business.
• Track and maintain MTTA and MTTR and bring transparency to the organization. o Work closely with our SRE and NOC teams to provide feedback and improve MTTD.
• Help define incidents and problems and drive efficiency through proper subject matter expert engagement.
• Track root-cause analysis and help with improvements by collecting and driving corrective actions and preventive actions (CAPA).

To apply for the role, you must have the following:

• 3+ years of experience in Incident Management
• High Level knowledge of incident and problem management best practices
• Strong communication skills
• Problem-solving skills
• Demonstrate ability to make quick and confident decisions
• High leadership skills providing oversight and command during high-stress situations
• Knowledge of escalation/de-escalation and resource management

It will also be favorable if you have the following:

• Bachelor's degree in technology/engineering or equivalent work experience
• Recommended: ITIL V4, ITSM or Incident Management training/certification

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!