Internal Incident Coordinator (Work from Home)

Overview

Drive innovation in cybersecurity, software development, and big data technology as part of our award-winning IT team. You can play a critical role as part of a global agile team for Bell Canada, Canada’s largest telco, media, and tech company. We know our success is fueled by our people, so we empower our Qmunity and provide a workplace where you can flourish and grow.

We offer premium benefits, including:

• Home-based Setup
• Miscellaneous allowances, performance-based bonus, and yearly increase
• HMO from day 1 for you + 2 free dependents
• 6 months paid maternity/ 15-days paternity leave
• Company-sponsored training and upskilling, and career growth opportunities!

Responsibilities

• Provide coordination in case of major incidents during regular work days, but may involve some overtime, including opening bridges, updating tickets, providing progress summaries.
• Provide daily examinations of alerts and incidents as well as changes
• Understand incidents and work to provide root cause information
• Create and manage post incident reports
• Work with technical primes to gather more information as needed

Qualifications

Core Competencies (Must-have Competencies)

• 3–5 years of experience in technical assistance and support roles

• 3–5 years of hands-on experience with operating systems (Windows, Linux), Elastic, Fortinet, and network/system administration

• 1-2 years of experience in moderating remote meetings and organizing responses across several teams.

• 2-4 years of experience in conducting technical analysis through the examination of logs, error messages, and technical reports to pinpoint the underlying causes and possible remedies.

• 2-4 years of experience in the ticketing process and incident tracking software (i.e. Service Now, Jira)

• 1-2 years of experience in generating reports on incident trends, root causes (i.e. Post Incident Reports), and process effectiveness

QUALIFICATIONS

Educational Qualifications

• Bachelor's degree or equivalent experience

• Familiarity with ITIL Version 3 or 4, Foundations certificate a plus but not required

• Familiarity with Agile methodologies a definite plus

• Familiarity with Cyber Security concepts

Work Conditions

• Day shift – 9:00 AM – 5:00 PM (Manila Time)

• Night shift during the 1st two months of training

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