Incident Lead

About the role

As an Incident Lead at Trtglobal Solutions, you will play a pivotal role in managing and coordinating incident response efforts to ensure the swift resolution of technical issues affecting our clients. Your expertise will be crucial in leading a team of professionals while collaborating with various departments to maintain service continuity and uphold the highest standards of customer satisfaction. This position is ideal for individuals who thrive in fast-paced environments and possess strong analytical and leadership skills.

Key facts

What you'll do

• Lead and manage the incident response team, ensuring effective communication and coordination during incident resolution processes.
• Develop and implement incident management strategies to minimize service disruptions and enhance operational efficiency.
• Conduct thorough investigations of incidents, identifying root causes and implementing corrective actions to prevent recurrence.
• Collaborate with cross-functional teams, including IT support, development, and operations, to facilitate seamless incident resolution.
• Monitor incident trends and metrics to identify areas for improvement and proactively address potential issues.
• Prepare and present incident reports to stakeholders, highlighting key findings, resolutions, and recommendations for future prevention.
• Train and mentor team members on incident management best practices and tools, fostering a culture of continuous improvement.
• Ensure compliance with industry standards and internal policies related to incident management and reporting.
• Act as a point of escalation for complex incidents, providing guidance and support to team members as needed.
• Maintain up-to-date knowledge of emerging technologies and industry trends to enhance incident response capabilities.
• Participate in regular meetings with management to discuss incident management performance and strategic initiatives.
• Assist in the development and execution of disaster recovery and business continuity plans to safeguard critical operations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• A minimum of 5 years of experience in incident management or IT service management roles.
• Proven experience leading teams in high-pressure situations, with a strong focus on customer service.
• Familiarity with ITIL framework and incident management processes.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Proficiency in using incident management tools and software, such as ServiceNow or JIRA.
• Ability to work collaboratively in a team-oriented environment while also being self-motivated.
• Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.

Nice to have

• ITIL certification or other relevant industry certifications.
• Experience with cloud technologies and services, such as AWS or Azure.
• Knowledge of cybersecurity principles and practices.
• Familiarity with scripting or programming languages for automation purposes.
• Previous experience in a customer-facing role within a technology-driven company.

Skills & tools

• Incident management tools (e.g., ServiceNow, JIRA)
• Monitoring and alerting systems
• Communication platforms (e.g., Slack, Microsoft Teams)
• Data analysis and reporting tools
• ITIL framework knowledge
• Cloud service management

Practical notes

• This position is based in Clark Freeport Zone, Pampanga, Philippines, and may require occasional travel for training or client meetings.
• Candidates must be eligible to work in the Philippines and may require a work visa, which Trtglobal Solutions is willing to sponsor for suitable applicants.
• The work environment is dynamic and may involve extended hours during critical incidents.
• Interested candidates can apply through the following link: [Trtglobal Solutions Career Page](https://trtglobalsolutions.bamboohr.com/careers/174).

Join Trtglobal Solutions as an Incident Lead and become a vital part of our mission to deliver exceptional service and support to our clients. Your leadership and expertise will help shape our incident management processes and contribute to the overall success of our organization.