Incident Manager

5 days ago

Muntinlupa, Philippines GECO Asia Pte Ltd Full time

About Us: GECO Philippines , part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines. Position: Incident Manager We're looking for a Incident Manager to lead Incident, Problem, and Change Management. If you have ITIL experience and a passion for improving services, apply now and help support our global teams Job Requirements & Qualifications: Bachelor’s degree in Information Technology, Computer Science, or related field. 3+ years of experience in IT Service Management, focusing on Incident, Problem, and Change Management. Strong knowledge of ITIL framework (certification is a plus). Excellent communication and stakeholder engagement skills. Experience with ITSM tools such as ServiceNow or BMC Remedy. Strong problem-solving, organizational, and time management skills. Ability to work in a dynamic, global support environment. Job Roles & Responsibilities: Incident & Problem Management: Lead the end-to-end handling of IT incidents, ensuring timely resolution within SLAs. Ensure adherence to SOPs for restoring IT services. Act as the main coordinator during critical incidents affecting business operations. Communicate effectively with IT and business stakeholders during and after incidents. Document incidents, provide shift turnover and recap reports, and conduct post-incident reviews. Identify problems, analyze root causes, and suggest and implement service improvements. Change Management: Oversee adherence to the Change Management process and standards. Validate change records before CAB submission and facilitate CAB meetings. Monitor change progress, assess risks, and ensure proper documentation. Manage emergency and urgent change approvals when necessary. Provide weekly and monthly change reports to leadership. Educate the team on change process best practices. Why Join Us? Enjoy competitive pay and benefits with clear career growth opportunities. Be part of a collaborative and dynamic team that values your contributions. Work in a supportive, process-driven environment that encourages innovation and professional development. How to Apply: Click the "Apply for this job" button or send your updated resume to #J-18808-Ljbffr

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