Incident Response Group Analyst (TD 2024 05R)
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
* Salary range is an estimate based on our InfoSec / Cybersecurity Salary Index 💰
Tags: AWS Azure Cloud Incident response ITIL
More jobs like this
Explore more InfoSec / Cybersecurity career opportunities
Find even more open roles in Ethical Hacking, Pen Testing, Security Engineering, Threat Research, Vulnerability Management, Cryptography, Digital Forensics and Cyber Security in general - ordered by popularity of job title or skills, toolset and products used - below.
- Open Information Systems Security Officer (ISSO) jobs
- Open Information Security Officer jobs
- Open Senior Product Security Engineer jobs
- Open Information Security Specialist jobs
- Open Senior Cyber Security Engineer jobs
- Open Product Security Engineer jobs
- Open Ethical hacker / Pentester H/F jobs
- Open Cyber Security Architect jobs
- Open Cybersecurity Analyst jobs
- Open Cyber Security Specialist jobs
- Open Security Specialist jobs
- Open Chief Information Security Officer jobs
- Open Staff Security Engineer jobs
- Open Manager Pentest H/F jobs
- Open Cybersecurity Editor jobs
- Open Senior Information Security Analyst jobs
- Open Consultant infrastructure sécurité H/F jobs
- Open Consultant SOC / CERT H/F jobs
- Open IT Security Engineer jobs
- Open IT Security Analyst jobs
- Open Senior Information Security Engineer jobs
- Open Cybersecurity Consultant jobs
- Open Senior Penetration Tester jobs
- Open Cybersecurity Specialist jobs
- Open Security Operations Analyst jobs
- Open CISM-related jobs
- Open Windows-related jobs
- Open Network security-related jobs
- Open Pentesting-related jobs
- Open Agile-related jobs
- Open Application security-related jobs
- Open GCP-related jobs
- Open Vulnerability management-related jobs
- Open ISO 27001-related jobs
- Open Threat intelligence-related jobs
- Open IAM-related jobs
- Open Analytics-related jobs
- Open CISA-related jobs
- Open Security assessment-related jobs
- Open Malware-related jobs
- Open Java-related jobs
- Open APIs-related jobs
- Open Security Clearance-related jobs
- Open Forensics-related jobs
- Open SaaS-related jobs
- Open CEH-related jobs
- Open EDR-related jobs
- Open IDS-related jobs
- Open DoD-related jobs
- Open DevOps-related jobs