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Werkstudent (m/w/d) in der Administration
Werkstudent (m/w/d) in der Administration
JOB SNAPSHOT
Incident Response Group Analyst (TD_2024_05R)
Manila, PH
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
UNSOLICITEDCONTACT
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.
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Meet our people
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
Salmaan Saeed
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
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