Responsibilities

• As Incident Manager you will be providing direction in the management of incidents, ensuring that issues are prioritized appropriately and resolved within the expected timeframes;
• You will be ensuring that the team follows established Standard Operating Procedures, enabling the restoration of IT services within the defined Service Level Agreements; 
• You will be maintaining clear communication with key IT and business stakeholders, ensuring effective information sharing and coordinated incident resolution;
• You will be acting as the primary coordinator during critical incidents, managing communication and response efforts when business operations are impacted;
• You will be ensuring that change records meet organizational policies before presentation to the Change Advisory Board, maintaining compliance with change management standards; 
• You will be facilitating CAB review meetings, ensuring that proposed changes are properly evaluated and approved prior to implementation;
• You will be monitoring the progress of approved changes, ensuring that activities are executed according to schedule and process requirements;
• You will be ensuring that all infrastructure-related changes are properly categorized, assessed for risk and impact, and documented in accordance with defined governance processes;
• You will be facilitating the approval of emergency and urgent changes when required, ensuring rapid response while maintaining process compliance.

Requirement

• 3+ years of experience in Incident Management, Problem Management, Change Management, and IT Operations, ensuring strong understanding of operational support processes;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition;
• Strong understanding of ITIL Incident and Change Management processes, ensuring structured handling of incidents and infrastructure changes;
• Experience with change management principles, methodologies, and tools, enabling effective governance of system changes;
• Willingness to work rotating shifts without schedule preference, ensuring operational support coverage when required;
• Ability to define, monitor, and report Service Level Agreements and Key Performance Indicators, supporting performance tracking and service quality;
• Experience working with IT ticketing systems, enabling structured tracking and management of incidents and change requests;
• Experience managing multiple high-priority initiatives in fast-paced technical environments, ensuring effective prioritization and coordination;
• Ability to respond effectively to inquiries and operational complaints, supporting communication and stakeholder management;
• High-level understanding of IT platforms and infrastructure environments, enabling informed incident coordination and decision-making.

Nice to have

• ITIL certification, validating formal knowledge of IT service management best practices;
• Experience with the HDA ticketing tool, enabling quicker adaptation to the organization’s support environment

We Offer

• Salary for work amounting to 60,000 – 65,000 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