Incident Manager

November 30, 2023

Type of Work:


Open Positions:



Alabang (Hybrid)

Job Description

Incident Managers are responsible for providing direction in the management of incidents (end to end) ensuring timely resolution is achieved.


Incident & Problem Management

End-to-end incident management

Ensure the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).

Serve as the point person in the coordination of critical incidents affecting the Client's Business operations.

Change Management

Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process

Ensures that change records meet the policies before presentation to CAB

Must have:

At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations

A solid understanding of the ITIL Incident & Change Management process

Experience and knowledge of change management principles, methodologies and tools

Experienced with any ticketing system, but experience in CASD ticketing tool is a plus

ITIL Certification is a plus

Job Requirements

Bachelor’s Degree in an IT-related, Management, Engineering or Computer Science field

Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction.

Willingness to render rotating shifts and should have no preference to schedule

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Applying for

Incident Manager