Location: Makati (Onsite)
Incident Manager
Full-Time
5 Openings
Incident Manager
July 15, 2026
Type of Work:
Full-TimeOpen Positions:
5Locations:
Alabang (Hybrid)Job Description
The Incident Manager will oversee major and critical incidents, ensuring proper coordination, escalation, communication, resolution tracking, and post-incident follow-through. This role requires experience leading P1/P2 incident bridges or war rooms, coordinating technical and business teams, and supporting problem management activities such as RCA, PIR, and corrective actions.
Responsibilities:
Lead major incident bridges, war rooms, and escalation calls for P1/P2 incidents
Coordinate incident resolution with technical teams, service owners, vendors, and business stakeholders
Provide timely incident updates, executive communications, and stakeholder reports
Ensure proper incident documentation, tracking, prioritization, and closure
Support RCA, post-incident reviews, corrective actions, and problem management governance
Identify recurring incidents and coordinate actions to prevent recurrence
Support continuous improvement of incident, escalation, and service governance processes
Job Requirements
Bachelor’s degree in IT, Computer Science, Engineering, or related field
ITIL certification is an advantage
Strong communication, coordination, facilitation, and stakeholder management skills
Ability to stay calm and structured during critical incidents
Strong analytical, documentation, reporting, and problem-solving skills
Experience in shared services, global IT, enterprise IT, or managed services is an advantage
Must be amenable to shifting schedule and hybrid work setup, as required
Must Have:
Strong experience in Incident Management, Major Incident Management, or IT Service Management
Hands-on experience leading P1/P2 incidents, major incident bridges, or war rooms
Experience in enterprise-scale incident governance, escalation handling, and stakeholder communication
Strong knowledge of Problem Management, RCA, PIR, and corrective action tracking
Experience preparing executive-level incident updates and reports
Knowledge of ITIL practices, SLA/OLA monitoring, and service governance
Experience using ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar tools
Other Jobs
Location: Makati (Hybrid)
Location: Ortigas (Onsite)
Location: BGC (Onsite)