Location: Ortigas (Onsite)
Incident Manager
April 15, 2026
Type of Work:
Full-TimeOpen Positions:
2Locations:
Alabang (Hybrid)Job Description
The Incident Manager will oversee end‑to‑end Incident, Problem, and Change Management activities within Infrastructure Shared Services.
Responsibilities:
Manage end‑to‑end incident resolution, ensuring compliance with SLAs and SOPs
Act as the primary coordinator for critical incidents, including stakeholder communications
Produce incident reports, post‑incident reviews, debriefs, and shift handover reports
Oversee Change Management activities, ensuring changes meet policy and CAB requirements
Facilitate CAB meetings, including emergency and urgent change approvals
Monitor change progress, risks, and impacts across infrastructure platforms
Analyze recurring issues, conduct root cause analysis, and recommend improvements
Produce weekly and monthly reports for incident and change management metrics
Ensure continuity across shifts and maintain service quality in on‑call / rotating schedules
Must have:
3+ years of experience in Incident, Problem, and Change Management within IT operations
Strong working knowledge of ITIL Incident & Change Management processes
Experience managing high‑severity incidents in a fast‑paced environment
Strong verbal and written communication skills for IT and business stakeholders
Experience using ticketing systems (HDA experience is a plus)
Job Requirements
Bachelor’s degree in IT, Computer Science, Engineering, or related field
Ability to work rotating shifts / on‑call schedules
Strong analytical, coordination, and problem‑solving skills
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