Job ID: 7621

  • Mar 15, 2019
  • Two E-com - Mall of Asia Complex

  • Analyze incidents to identify service restoration actions to be taken
  • Assists with classification and prioritization of incidents
  • Assists others with identifying the impact of incidents
  • Takes incident resolution actions to restore service to customers
  • Monitoring Incident details, including the Configuration items affected
  • Incident investigation and diagnosis (including resolution where possible)
  • Detection of possible problems and the assignment of them to the Problem Management team for determination of next steps
  • Resolve and recover assigned Incidents
  • Participation in audit activities related to the Incident Management process
  • Monitoring the status and progress towards resolution of assigned Incidents
  • Keeping affected Business Units informed of progress
  • Escalating the process as necessary per established escalation policies

  • 2+ years’ experience as an incident manager
  • Financial and/or Mortgage industry expertise preferred
  • ITIL Foundations V3 Certification with emphasis/focus in the Incident and Problem Management processes, preferred competencies:
    • Customer Orientation/Positive Impact
    • Results Orientation/Sense of Urgency
    • Relationship Building/Sensitivity
    • Problem Solving and Decision Making
  • Ability to maintain a flexible schedule for 24x7 responsiveness when on-call
  • Ability to perform well under stress
  • Ability to drive important issues on the telephone
  • Ability to quickly learn the business structure within the company
  • Excellent writing skills, polished verbal communication skills
  • Willing to work in MOA Complex, Pasay City

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

Cultures and Values

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.