QA & Major Incident Manager (AU MSP, WFH)

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified
• Schedule: Monday-Friday (07:00 AM - 04:00 PM PHT)

Requirements

• Experience:
  • 5+ Years of Experience in Quality Assurance or Service Management
  • 3+ Years in a Leadership Role
  • 3+ years’ experience as a Major Incident Manager
• ITIL Knowledge: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management.
• Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred.
• Certifications (Nice to Have):
  • ITIL v3/v4 Foundation certified
  • Intermediate Operations ITIL certification is desirable.

Responsibilities

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework covering 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.
• Problem Management Ownership: Own and continuously improve the Problem management process.
• Major Incident Management: Participate in a 24*7 Major Incident Manager roster.

Application Instructions

• JOIN CONNECTOS NOW! (Details not provided)

Company Information

• Company: Not specified (Client of ConnectOS)
• Established: Since 1998
• Mission: Empowering organizations to leverage technology to gain a competitive advantage.
• Services: Cutting-edge converged IT services to clients across Australia, New Zealand, Asia, and North America.
• Reputation: Renowned for pioneering the concept of delivering IT as a Service.
• Great Place to Work Certification: Certified as a Great Place to Work and a top-rated Philippines employer of choice.

Benefits & Perks

• WFH (Work From Home)
• 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
• Career growth opportunities