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It Incident Manager

It Incident Manager

TaskusPhilippines, Philippines
10 days ago
Job description

As an NOC Incident Manager - Shift Lead, you will manage and maintain processes, staffing, and communication to support the NOC.

You will also be responsible for the quality and integrity of the Incident Management process.

You will be responsible for scheduling and assignment of technical staff to meet support needs.

  • Support the recruiting and selection process for the hiring and onboarding of new staff / s and ensuring that all necessary training is made available
  • Responsible for setting team goals and objectives; ensure that individual objectives are established and reviewed using the performance management process to recognize excellence and to address areas of improvement
  • Provide detailed reports of outages and network availability.

You will track and manage daily network performance reports and data to ensure, SLA, and NOC procedure adherence

  • You will also work with various internal departments to comply with company-wide initiatives.

    • You will manage and report key performance indicators, including average speed to answer, abandon rate, service level metrics, and other KPIs

  • Responsible with the coordination and reporting of Preventive Maintenance activities.

    • You will handle difficult customer inquiries and complaints referred by technicians.

    Tracking and driving to resolution escalations to the Technical Counterparts

  • You will hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to review performance towards goals, customer news and needs, etc.

    • You will participate in weekly, semi-monthly, and monthly customer care calls, as required.

    In conjunction with the NOC Implementations team, develop new processes and determine division of responsibilities among teams

  • Maintain a team focused attitude and work towards creating a healthy, respectful atmosphere.

    • You will participate and / or be part of the NOC continuous improvement activities as defined

  • You will need to stay abreast of rapidly developing new technologies that will require support from the NOC team.

    • You also need to consistently exercise independent judgment and discretion in matters of significance.

    You need to be on-Call after hours for all issue guidance and escalations.

    Also, you must be able to work nights and weekends, variable schedule(s) as necessary

  • You will notify, dispatch, and escalate network faults and emergencies adhering to customer service agreements and operations procedures
  • Requirements

    • So, what is it we're looking for?

  • at least 3 years experience in Incident Management / NOC / IT Supervisory role
  • Degree in Computer Science, Electronics Engineering or equivalent work experience in an IT related field
  • Excellent verbal and writing communication skills has an accurate and excellent attention to detail
  • We need someone who's confident and goal oriented attitude with an ability to set and meet short and long-term objectives
  • Has the ability to work in a fast paced environment with dynamic priority evolution, the ability to adapt to changing conditions and plans with well-reasoned decisions as well as mínimal supervision
  • We need someone who has the ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
  • Can work under pressure to meet deadlines, ability to adapt to change.

    • Someone who has the ability to work well independently and in a team environment

  • Amenable to work in a shifting environment

    • About TaskUs :

    TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the world's most innovative companies.

    Listed as one of Glassdoor's "100 Best Places to Work", USA Today's "Best Company Cultures" and "Best Companies for Women" by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do.

    TaskUs has been recognized as one of the Inc. "500 Fastest Growing Private Companies in America" for the past seven years consecutively.

    Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world's largest private equity firm, Blackstone.

    TaskUs currently has over 20,000 employees and offices across the U.S., Philippines, India, Taiwan, and Mexico.

    TaskUs, Inc. is an equal opportunity employer.

    To find out more visit

    If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

    TaskUs is an Equal Opportunity Employer

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    It Manager • Philippines, Philippines