Incident Management Analyst

Address : 22nd Floor, Bonifacio Stop Over, 31st Street corner 2nd Avenue and Rizal Drive, Bonifacio Global City

Schedule : Shifting Schedule

Experience : 2 to 5 years experience

Education : Bachelor's Degree

Employment Type : Permanent

Contract : Full-time

Safeway Philtech, Inc.

22nd Floor, Bonifacio Stop Over Corporate Center 31st Street corner 2nd Avenue and Rizal Drive Bonifacio Global City  Taguig City

   500- Above Employees
    Monday - Friday
              8:00 AM - 5:00 PM

Key Responsibilities include, but are not limited to:

  • Restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
  • Facilitate the outage calls and ensure that all the required resources are engaged to work a high priority incident.
  • Ensuring that effective communication is maintained with the Executives, Business Leadership during a high priority incident.
  • Responsible for monitoring and operating multiple IT platforms
  • Must have a solid understanding of all key ITIL disciplines and processes.
  • Drives service restoration for all technical interruptions
  • Works toward continuous operational and process improvement while maintaining 100% compliance with quality and legal standards.
  • Must have a high degree of technical knowledge to understand the environment and provide Management updates when needed.
  • Understanding of IT impact to the business and raises alternatives workarounds.
  • Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
  • Collaborates with other teams and customers to improve service and increase value of Data Center Operations.
  • Reports to Management on service interruptions and impact to Customer base.
  • Supporting High Priority Incident Management reporting (KPIs and customer SLAs)
  • Assists the High Priority Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
  • Assists the High Priority Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
  • Drives implementation of standard execution of the High Priority Incident Management process


  • Requires 3+ years work experience as an incident analyst/manager in a large, enterprise environment
  • Bachelor's degree in related field.
  • Must have working knowledge of Data Center automation and monitoring, including service level based monitoring.
  • En-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
  • Must be knowledgeable on complex networks, open systems and mainframe computing services.
  • Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
  • ITIL v3 Foundations certification is required
  • Previous retail experience desired.
  • Must possess strong leadership abilities and able to lead service restoration efforts across the organization.
  • Good understanding of production IT Environment and IT Operations
  • Strong communication skills required; written and oral communications.
  • Demonstrates a high level of energy, results driven and able to work under pressure.
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Company description

<p><strong>Safeway Philtech Inc.</strong> is a fully-owned subsidiary of Albertsons-Safeway Inc. It functions as a Technology Center that provides application and infrastructure support and software development based on specifications from Albertsons-Safeway's internal IT department. When Albertsons-Safeway Inc. - one of the largest supermarket chains in North America, decided to build a site in Manila, it was in recognition of two things: the technical competency of Filipino IT workers and their ability to be global players, and the effectiveness of having non-US IT operations to sustain Albertsons-Safeway's robust and evolving business.</p>
<p>We were founded on the principle that quality service is at the core of how we do business. Since 2003, Safeway Philtech has continuously provided legendary IT services at the best value through the development of world-class talent. The company has grown into a vital technology center of Albertsons-Safeway. Servicing over 1,700 stores and corporate offices all over the United States and Canada, we continue to deliver essential enterprise-enabling solution which covers all aspects of Albertsons-Safeway operations including Retail, Supply Chain, Merchandising, Administration, Human Resources, Accounting, and Marketing.</p>
<p>We provide Albertsons-Safeway with the most secure, intelligent infrastructure and application solutions for managing and maintaining mission-critical information across the retail enterprise. Our solution enables Albertsons-Safeway to: Stay competitive in the marketplace Optimize their operations: streamline processes, increase productivity Create first-class shopping experience: improve customer loyalty and boost profits</p>

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