Expert Incident Manager

5 hours ago


Taguig, National Capital Region, Philippines beBeeService Full time ₱1,200,000 - ₱2,400,000
Incident Management Expert

The Incident Manager will lead service restoration efforts, managing Mission Critical Incidents (MCIs) during assigned shifts. This role requires 7+ years of working experience as an Incident Manager in a large enterprise environment.

Main Responsibilities:

  • Manage MCIs, ensuring escalations are addressed or assigned to an accountable owner for resolution.
  • Validate MCI criteria and determine impacted services, severity, and accountable areas in collaboration with Service Owners and Technical Support teams.
  • Act as custodian of service, taking ownership of unassigned issues to prevent further escalations.
  • Responsible for meeting defined operations metrics.
  • Serve as the single point of control and coordination for all major incident recovery efforts.
  • Deliver concise and timely communications regarding MCI recovery status via appropriate channels.

Requirements:

  • 7+ years of working experience as an Incident Manager in a large enterprise environment.
  • Bachelor's degree in a related field.
  • In-depth knowledge and proven experience in troubleshooting, problem determination, root cause analysis, and rapid problem resolution.
  • Thorough understanding of ITIL principles: Incident, Problem, Change, and Configuration Management.
  • Strong leadership abilities; capable of leading service restoration efforts across various organizational groups.
  • Excellent communication skills, both written and oral.

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