Incident Management Analyst

Overview

Incident Management Analyst ATM Operations roles in Makati involve resolving technical issues, coordinating with various teams, and maintaining ATM network stability. These positions require strong analytical and problem‑solving skills and a solid understanding of ATM systems and operational procedures. Job opportunities are available for those seeking to advance their careers in the banking and financial services sector.

Makati’s financial district offers incident management analyst positions focused on ATM operations. These roles often require experience in IT support, network monitoring, and incident response. Candidates should be proficient in using diagnostic tools and possess excellent communication skills to effectively manage and resolve incidents. The ability to work under pressure and adhere to service level agreements is crucial. Discover the latest job openings for incident management analysts specializing in ATM operations in Makati. These positions provide opportunities to work with cutting‑edge technology and contribute to the smooth functioning of ATM networks. Many companies are actively seeking skilled professionals to join their incident management teams.

Posted today

The Opportunity: We're seeking a Problem Management Analyst to join our team at Manulife. You'll bring hands‑on experience in IT Problem Management and a solid understanding of ITIL v4 best practices. You'll lead root cause investigations, drive permanent solutions, and help ensure continued IT service reliability.

Our Problem Management team facilitates and coordinates root cause investigations and operational improvements. We aim to minimize disruptive incidents and ensure applications and services remain available, reliable, and compliant with SLAs. We take pride in making a difference—and having fun while doing it.

Position Responsibilities

• Facilitate root cause investigations for incidents affecting production services
• Apply RCA and guide others in their use (Familiarity with various RCA techniques like 5 Whys, Brainstorming, and Kepner‑Tregoe)
• Use technical and infrastructure knowledge to support RCA efforts
• Champion a proactive culture of incident prevention
• Communicate post‑incident lessons learned to stakeholders
• Ensure problem management activities meet SLA timelines
• Guide investigations through the documented problem management process
• Participate in cross‑functional meetings (incident, problem, change)
• Promote automation to reduce manual errors and effort
• Adapt to shifting priorities in a dynamic environment
• Build strong relationships with business partners, vendors, and IT teams
• Ensure compliance with audit and operational risk standards
• Report on service availability, performance, and recurring issues to support leadership decision‑making

Required Qualifications

• 1‑3 years of experience in IT Problem Management or RCA facilitation and Incident Management
• Post‑secondary education or equivalent experience in IT Operations/Support
• ITIL Foundation certification (v3 or v4)
• Confidence to ask tough, probing questions
• Ability to manage and guide investigations effectively
• Experience working with vendors and holding them accountable
• Excellent collaboration and relationship‑building skills
• Tenacity in driving investigations to resolution
• Commitment to diversity, equity, and inclusion
• Experience with ITSM tools (e.g., ServiceNow)

Preferred Qualifications

• A great sense of humor—our team works hard and has fun
• Familiarity with RCA techniques from brainstorming to Kepner‑Tregoe
• Ability to motivate others to engage in problem management
• Understanding of the Financial Services or Insurance industry
• Experience working with global teams across time zones
• Experience with ServiceNow's Problem Management module
• Background in ITSM practices like Change, Incident, or Service Level Management
• ITIL V3 or V4
• ServiceNow

When You Join Our Team

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well‑being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer. At Manulife/John Hancock, we embrace our diversity and are committed to fair recruitment, retention, advancement and compensation without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex, pregnancy, sexual orientation, gender identity, gender expression, age, marital status, disability, or any other ground protected by applicable law.

Working Arrangement: Hybrid

Posted today

Job Description

Brief Description of Work and Responsibilities:

• Lead and manage the end‑to‑end Problem Management process.
• Conduct Root Cause Analysis (RCA) for high‑impact and recurring incidents.
• Maintain and update the Known Error Database (KEDB).
• Identify trends and proactively detect potential issues to prevent incidents.
• Collaborate with technical teams to implement permanent solutions.
• Maintain accurate problem records, actions, and results within the ITSM tool.
• Facilitate problem review meetings and ensure timely resolution.
• Provide regular reports on problem trends, resolution timelines, and corrective actions.
• Manage and oversee all activities related to Change Management processes.
• Review and assess Change Requests (RFCs) for completeness, risk, and impact.
• Ensure that all changes follow standardized methods and procedures.
• Track and monitor change implementation to ensure alignment with business goals.
• Conduct Post‑Implementation Reviews (PIRs) and document lessons learned.
• Maintain the Change Schedule (Forward Schedule of Change - FSC).
• Provide reports and insights on change success rates, failure analysis, and continuous improvement

Service Desk Locations

Various postings include Mandaluyong, Makati and Mandaluyong City with different salary ranges and requirements. See individual postings for specifics.

Examples across postings include:

• Graduate of IT or related fields; experience ranges from 6 months to 3+ years depending on role
• Experience with ITIL, ServiceNow or other ITSM tools
• Strong communication, problem‑solving and customer service skills
• Onsite or hybrid work arrangements; willingness to work shifts as required
• Knowledge of Windows, macOS, Office 365, networking basics and ticketing systems

Be The First To Know

Be the first to know about latest incident management analyst ATM operations jobs in Makati. Infosys/KaInfoscion postings emphasize diversity, client value, integrity and excellence. Office locations include Alabang, Makati and Mandaluyong with varying terms and requirements.