Critical Incident, Change And Problem Lead

4 weeks ago

Metro Manila Philippines Buscojobs Full time

Job Description

Critical Incident Change And Problem Lead

Posted today

Responsibilities
  • Incident & Problem Management: Provides direction in end-to-end incident management, ensures SOPs are followed to restore IT services within SLA, maintains communications with key IT and business stakeholders, coordinates critical incidents, prepares incident reports, and delivers comprehensive shift turnover and recap reports.
  • Change Management: Oversees adherence to Change Management policies, ensures change records meet policies before CAB, facilitates CAB reviews, monitors progress, properly categorizes and documents changes, audits lifecycle, communicates change pipelines and status, approves emergency or urgent changes when necessary, and produces weekly and monthly Change Management reports. Educates the team on Change Management processes.
  • Problem Management (Lead responsibilities across related roles): Lead end-to-end Problem Management, conduct root cause analysis for high-impact issues, maintain Known Error Database, identify trends, collaborate with technical teams for permanent solutions, maintain problem records and PIRs, manage Change-related activities in ITSM tools, and provide regular reports on trends and corrective actions.
  • Organizational Change Management & Transformation (Additional roles): Assess impact and readiness, identify stakeholders, manage risk and resistance, monitor issues, oversee multiple change initiatives, align change efforts with transformation goals, integrate change into project plans, measure adoption, and assist in training design and rollout. Possible engagement with enterprise transformation projects and digital initiatives.

Job Qualifications:

  • Bachelor's degree in IT-related, Management, Engineering or Computer Science fields.
  • At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations.
  • Strong verbal and written communication, ability to translate technical information to business terms; experience with Client, Vendor and stakeholder interaction.
  • Solid understanding of ITIL Incident & Change Management processes; experience with change management principles, methodologies and tools.
  • Willingness to work rotating shifts; attention to detail, leadership, problem solving and analytical skills.
  • High-level understanding of multiple IT platforms and infrastructure; strong technical management, coordination and quality management.
  • Experience with ticketing systems; familiarity with HDA is a plus; ability to develop and provide SLAs and KPIs; ITIL certification is a plus.

Job Type: Full-time

  • On-site in Makati/PSBank Center Makati or related locations as stated
  • Contract-based or fixed-term arrangements; initial term around 6 months
  • Health insurance, 13th month pay, completion bonus, laptop provided, HMO/Health card, paid training, opportunities for promotion
Additional Details

Location notes: Makati City, National Capital Region. Posted today. This listing includes multiple mentions of related roles such as Change Management Lead, Problem and Change Management Lead, and Organizational Change Management Lead with overlapping qualifications and responsibilities.

Application Information

Posted today

#J-18808-Ljbffr

  • Incident Manager

    3 weeks ago

    , Metro Manila, Philippines Buscojobs Full time

    Location: Taguig, National Capital Region Salary: ₱ - ₱ Company: Y OneSearch Incorporated Job Type: Full-time Posted: 1 day ago Job Description Job Summary: The Incident Manager (IMO) reports to the Head of the ESS-ITG-SMO-OD-IRD. Serves as the point of contact for all incidents of unplanned downtime/disruption of critical systems/applications of the...

  • Incident Manager

    1 week ago

    , Metro Manila, Philippines Hammerjack Pty Ltd Full time

    Job Title: Incident/Change/Problem Analyst Location: Alabang, Muntinlupa (3 times a week RTO -Hybrid) Mode of Hiring: Contract (6 months Extendable) Shift: Day shift Job De ion: A. Incident & Problem Management Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved. Ensures the team follows the Standard...

  • Incident and Problem Management Analyst

    2 weeks ago

    Bonifacio Global, Metro Manila, Philippines Ascendion Full time ₱900,000 - ₱1,200,000 per year

    About the role The Incident and Problem Management Analyst focuses on ITIL-based processes, including Incident Management, Problem Management, and Knowledge Management. The Analyst will work closely with Service Delivery Managers, Process Owners, and cross-functional teams to enhance process maturity, drive operational excellence, and ensure alignment with...

  • Lead Problem Management Associate

    2 weeks ago

    , Metro Manila, Philippines The Depository Trust & Clearing Corporation (DTCC) Full time

    Join us at The Depository Trust & Clearing Corporation (DTCC) as a Lead Problem Management Associate (EMEA Shift) . Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the...

  • Lead Problem Management Associate

    7 days ago

    Manila, National Capital Region, Philippines DTCC Candidate Experience Site Full time ₱900,000 - ₱1,200,000 per year

    Are you ready to make an impact at DTCC?  Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets.  We're committed to helping our employees grow and succeed. We believe that you have the...

  • Lead Problem Management Associate

    7 days ago

    Manila, National Capital Region, Philippines The Depository Trust & Clearing Corporation (DTCC) Full time ₱1,200,000 - ₱2,400,000 per year

    Are you ready to make an impact at DTCC?Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and...

  • Lead Problem Management Associate

    7 days ago

    Manila, National Capital Region, Philippines Depository Trust & Clearing Corporation Full time ₱1,200,000 - ₱2,400,000 per year

    Are you ready to make an impact at DTCC?Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets.  We're committed to helping our employees grow and succeed. We believe that you have the skills...

  • Incident Manager

    1 week ago

    , Metro Manila, Philippines Nezda Global Full time

    About the Company Join a leading financial institution that powers digital banking and financial services across the Philippines. You’ll be part of a Service Management team that ensures continuity, stability, and rapid recovery during major incidents. About the Role As a Major Incident Manager, you’ll be the single point of control during crisis...

  • Problem Manager

    2 weeks ago

    , Metro Manila, Philippines Five9 Full time

    Overview Join to apply for the Problem Manager role at Five9 Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the...

  • Incident Manager

    7 days ago

    Manila, National Capital Region, Philippines TENTEN Partners Full time ₱4,200,000 per year

    Join us in partnership with a leading financial institution to hire anIncident Managerresponsible for safeguarding mission-critical systems and ensuring seamless operations.You will serve as thecentral point of contact for managing major incidents, leading high-pressure recovery efforts across cross-functional teams. Your leadership will ensure rapid...