Responsibilities

• As Incident Manager you will be providing leadership and direction in managing incidents to ensure timely and effective resolution of IT service interruptions; 
• You will be ensuring adherence to Standard Operating Procedures, guiding the team to restore IT services efficiently and consistently;  
• You will be maintaining communication with key IT and business stakeholders, facilitating effective information sharing and collaboration to resolve issues; 
• You will be coordinating communication with Client Global IT stakeholders, sending timely updates and documenting incidents through comprehensive incident reports; 
• You will be overseeing all incident management activities during your shift, preparing detailed shift turnover and recap reports to ensure continuity and transparency;  
• You will be identifying, analyzing, and implementing improvements within your area of responsibility, delivering measurable business benefits through enhanced processes; 
• You will be providing detailed post-incident reports, analyzing the root cause of incidents and outlining steps to prevent recurrence. 

Requirement

• 3+ years of hands-on experience in Incident Management, showcasing your ability to handle and resolve critical IT incidents effectively; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition; 
• Solid knowledge of ITIL Incident and Change Management processes, ensuring adherence to industry-standard frameworks for IT service management; 
• Experience with change management tools, demonstrating your ability to manage and coordinate changes effectively within IT environments; 
• In-depth knowledge of multiple IT platforms and infrastructure, enabling you to diagnose and address issues across diverse systems; 
• Proficiency with ticketing systems, ensuring efficient tracking and resolution of incidents; 
• Experience in developing and monitoring SLAs and KPIs, ensuring service quality and performance metrics are met consistently; 
• Strong communication skills, with the ability to respond adequately to inquiries and complaints, maintaining professionalism and clarity. 

Nice to have

• Obtained ITIL certification, demonstrating formal training and expertise in IT service management practices; 
• Experience with CASD ticketing tools, adding versatility to your skillset in managing incident workflows. 

We Offer

• Salary for work amounting to 65,000 – 75,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates