QA & Major Incident Manager (AU MSP, WFH)

Schedule: Monday- Friday (07:00 AM - 04:00 PM PHT)

What are we looking for?

Skills Required:

• 5+ Years of Experience in Quality Assurance or Service Management: Proven experience in a quality assurance, service delivery, or service management role within a managed services, IT, or technical environment.
• 3+ Years in a Leadership Role: Demonstrated experience leading a quality assurance team or a service delivery function, preferably in a managed services or IT service management (ITSM) context.
• Experience in ITIL Processes: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management.
• Experience with Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred.
• MIM Experience: 3+ years’ experience as a Major Incident Manager.

Nice to Have:

• Working with an MSP experience is highly desirable but not mandatory.
• Service Management Systems: Proficiency in using IT Service Management (ITSM) tools. (ServiceNow preferred)
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.

What will you do?

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework that covers all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management and customer interactions.
• Process Audits and Compliance: Conduct regular audits of service delivery processes to ensure compliance with established standards, protocols, and best practices, such as ITIL and other industry standards
• Continuous Improvement: Identify opportunities for continuous improvement in service delivery through root cause analysis, performance metrics, and customer feedback.
• Own and continuously improve the Problem management process (Accountable)
• Conduct regular Operational Problem Management Meetings
• Run Major Incidents
• Part of a 24*7 MIM roster

Join the awesome team and enjoy these benefits & perks:

• WFH
• Medical, Dental Coverage and Life insurance
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Since 1998, Our client has been empowering organizations to leverage technology to gain a competitive advantage. With a strong focus on IT management and IT strategy, our client offers cutting-edge converged IT services to clients across Australia, New Zealand, Asia, and North America. Renowned for pioneering the concept of delivering IT as a Service, they have revolutionized the way organizations access technology by eliminating the need for capital investments to fund expansion. Through their affordable solutions, they provide true scalability, elasticity, and agility to meet the ever-changing needs of businesses.

#ConnetOSCareers #JoinConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.