Job Information
WTW Incident Response Group Analyst (TD_2024_05R) in Manila, Philippines
The Incident Response Group (IRG) is a key team within Service Desk responsible for the incident management and other ITIL processes. The Incident Response Group Analyst delivers improved client experiences by managing the end to end incident management process and identifying and fixing process gaps, with the aim to deliver faster response times and quicker resolutions.
The Role
Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve
Performing secondary triage activities to validate incident priority, urgency and business impact
Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team
Initiating the critical/major incident management processes
Identifying training opportunities and provide upskilling training activities to Service Desk Analysts
Performing ticket data quality checks, escalating and supporting the mitigation of any issues found
Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed
Participating in post incident reviews as required
Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements
Acting as a scribe in critical/major incident management activities
Acting as a Deputy Incident Commander
The Requirements
Bachelor's degree in information technology, engineering, or a related field
Strong ITIL knowledge
Strong background and experience in any role that involves incident management
At least three (3) years’ experience working in IT service management, or other role engaging with the ITIL framework
Experience working with ITSM tools
Good people skills and ability to collaborate with team members
Ability to analyse a high volume of technical data and work in a fast-paced environment
Strong client facing skills
Familiarity with Microsoft products and services; including knowledge of Azure
Familiarity with other cloud services
Excellent organisational skills and the ability to work with limited supervision
Excellent communication, problem solving and analytical skills
Amenable to being on-call
Other highly desirable skills are:
Experience or involvement in project work alongside normal incident manager or critical/major incident manager duties
Knowledge of Office (Excel), including using VBA
Educated to degree level
Azure/AWS certifications
ITIL qualifications
Interest in latest technologies outside the working environment
Knowledge of the Insurance Industry and Financial Risk software (not mandatory)
WTW is an Equal Opportunity Employer