Erlaine Mallare
Major Incident Manager
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About
With over 18 years of experience in IT backend support in a 24x7 environment, certified in MCDST (2007) and ITIL v3, and have worked with international clients. More than 8 years of experience in global and retail incident management and service management support, catering to our international clients, and over 3 years of experience in overseeing the administrative and management roles. More than 2 years of experience in batch jobs and production support for multiple projects catered to our international clients. 4-year IT Service Desk Support in a 24x7 environment for the US client.
More than 4 years of inbound call center experience for technical support using Avaya.
Junior Service
Delivery experience using best practices of ITIL standards for NEC clients.
Manage
Procurement requests and quality assurance of the Service Request Management process. Average expertise in the following Microsoft Office Applications: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook Extensive and rapid real-time managing and tracking of incidents and change tasks using ServiceNow 2.0, GLPI ticketing, Service Center – Peregrine System, Inc., and BMC Remedy ticketing system
Experience
Major Incident Manager - ING Hubs BV - One Ayala, Makati City, Pasay City
(2026-07)
- Coordinated P1 and Major P1 incidents across banking and payment services.
- Led war rooms and drove cross-team incident resolution.
- Managed stakeholder communications and impact assessments.
- Maintained incident logs, reporting, and post-incident documentation.
- Ensured compliance with incident, change, and service continuity processes.
Senior Incident Management and Service Management - ATOS Information Technology Inc. (AITI) - MOA, Pasay City, Philippines
(2020-01 - 2025-11)
- Supervised team performance and shift schedules.
- Managed timesheet, payroll, and leave approvals.
- Delivered weekly client and team status updates.
- Supported daily Major Incident and Service Management operations.
- Reported incident trends and performance metrics for multiple accounts.
Major Incident Management and Service Management - ATOS Information Technology Inc. (AITI) - MOA, Pasay City, Philippines
(2015-04 - 2023-03)
- Manage and track ServiceNow Major Incident tickets within client SLA requirements.
- Lead and coordinate Severity 1-2 incident resolution efforts to achieve mitigation or workarounds.
- Monitor alerts through email, ScienceLogic EM7, SolarWinds, and BigPanda.
- Escalate aging infrastructure tickets and critical issues requiring immediate attention.
- Provide daily incident and change reports during checkpoint meetings.
Business System Analyst\Production Support - Cognizant Technology Solutions, Inc.
(2012-10 - 2015-02)
- Responsible for monitoring, ordering, and running batch jobs using Control-M for three projects that the client operates in 4 states in the US.
- Responsible for managing triages/calls and coordinating with IT groups concerning all incidents connected to batch jobs, JVMs, and application alerts that could affect the clients' productivity.
- Responsible for coordinating all Technical Change Requests for two accounts.
- Handles all hourly, weekly, and daily reports and logs for all application and batch jobs.
- Creates updates and oversees all bridges, which handle all incidents, job failures, and alerts critical for the client's accounts and productivity.
- Uploaded and updated the daily monitoring logs, critical indents logs, and daily task documents in SharePoint for recording purposes.
- Create Tasks and incident tickets using the Service Center for changes, incidents, and failures needed for the productivity of the jobs and applications of the clients.
Service Delivery - NEC Asia Pacific Pte Ltd - Singapore
(2011-12 - 2012-07)
A leader in IT services providers, expanding rapidly in the Asia Pacific region.
- Managing all services and issues under the Service Request Management Process
- Manage and process software and hardware requests.
- Handles update and implementation of changes in the Service Request process and support group.
- Oversee all Service Request-related tickets.
- Oversaw the Weekly/Monthly Service Request reporting
- Oversee all communications between Procurement, vendor requestors, and IT under software and hardware requests.
- Assist and document the result in a project for Go Live testing.
- Manage and coordinate with service desk quality control on Service Request tickets in Remedy.
- Updates all practice and training for Service Request Management and Incident Request Management.
Senior Corporate Service Desk/Escalation - APAC Customer Services, Inc. - Alabang, Philippines
(2007-08 - 2011-08)
A global leader in providing customer care outsourcing solutions with BPO services.
- Responsible for escalating, documenting, and reporting crucial incidents in Real-Time to IT management of APAC’s client in the US, necessary to ensure that immediate action on pending issues or problems is provided with or without supervisory assistance
- Handles first line of contact to receive, document, analyze, and forward any technical issue or concern from Corporate, Customer service agents, Work-at-Home, and critical nurses in the US, Mexico, India, and the Philippines
- Troubleshoot and restore regular service operations as quickly as possible to minimize the impact on the business operation while ensuring the best possible levels of service quality and availability on the Service Level Agreement are maintained with the client.
- Use the Remedy ticketing system to document, track, and assign issues to the IT community of the US client.
- Handles service requests and updates information about critical issues of employees of the US Client and its affiliated four companies
- Knowledge of the ITIL methodology, incident management, and problem management.
Technical Support Representative - eTelecare Global Solutions, Inc. - Quezon City, Philippines
(2006-06 - 2006-12)
Provider of complex business process outsourcing (BPO) solutions
- Addressed and analyzed QuickBooks accounting software installation and provided resolutions to system errors and problems
- Provide technical support to computer end users via the following methods: phone, email, or remote access.
- Perform the tasks of maintaining awareness of all promotions and advertisements
- Handle responsibilities of responding to customer queries, sales, and locating merchandise
- Provide sales recommendations to end users
On-the-Job Trainee, DZRH, Department of Engineering - Manila Broadcasting Company - Manila, Philippines
(2005-06 - 2005-09)
- Trained and oriented in AM broadcasting console and satellite equipment
- Logged and assisted in maintaining and troubleshooting malfunctioning broadcast equipment during and after airtime
Education
Bachelor of Science in Engineering - Major in Electronics and Communications - Technological University of the Philippines – Manila, Philippines
Electronic and Communication in Engineering Technology - Technological University of the Philippines – Manila, Philippines
Bachelor of Accountancy - Philippine Christian University – Manila, Philippines
