Joan Mhay Malinab Email & Phone Number

Calabarzon, Philippines

Metro Manila

Philippines

Lead the team in promptly addressing any incidents arise within organization. Established process forincident detection, response and resolution. Collaborate closely with cross-functional teams, including IT,Facilities, applications and security to gather relevant information and develop appropriate incident responsestrategies. Engaged in bridge calls for incidents with business impact, ensuring its timely resolution to therequired SLA. Communicated incident status updates to senior leaderships. Experienced in managingsecurity alerts and vulnerabilities from third party vendor, ensuring the ticket was escalated to proper supportto execute necessary actions. Experienced in administering both monitoring tools- SolarWinds and Datadog.Configured and designed dashboards, alerts and reports from monitoring tools. Participated in projects thataimed to improve IT management.

Served as around-the-clock contact for all related incidents including network performance, health, andavailability of data centers and remote sites across APAC, EMEA, and NA regions. Applied ITIL practicesfor incident management, prioritizing and responding to alerts through IT monitoring tools like ServiceNowfor ticket management and SolarWinds/Datadog for alert management. Conducted initial troubleshooting forcommon issues, documented and escalated incidents to next level supports. Notified customers, affectedpartners and service providers for any outages and maintenance. Managed incident lifecycle, to ensureclosure of incidents in a timely manner. Also, executed daily operational tasks to manage IT services andassist IT infrastructure.