Incident Manager

24 hours ago

Ayala Alabang, National Capital Region, Philippines GECO Asia Pte. Ltd Full time $90,000 - $120,000 per year

Job Summary:

We are looking for a highly motivated and detail-oriented professional to oversee and manage Incident, Problem, and Change Management processes. The ideal candidate will ensure operational stability and service continuity by adhering to ITIL best practices and delivering effective communication across global IT and business teams.


Key Responsibilities:

Incident & Problem Management

  • Lead end-to-end management of IT incidents, ensuring timely resolution within defined Service Level Agreements (SLAs).
  • Ensure team adherence to Standard Operating Procedures (SOPs) for service restoration.
  • Serve as the primary point of contact for coordinating critical incidents affecting business operations.
  • Maintain clear and consistent communication with key IT and business stakeholders.
  • Document incidents thoroughly, including timely distribution of incident reports to global stakeholders.
  • Provide comprehensive shift turnover and shift recap reports to ensure continuity and awareness across shifts.
  • Conduct critical incident debriefs and deliver detailed post-incident reports.
  • Identify and analyze problems within the team's area of responsibility and propose improvements that deliver measurable business benefits.
  • Respond promptly and professionally to client needs, aligning with the organization's quality management system.

Change Management

  • Ensure consistent application and adherence to the organization's Change Management process and standards.
  • Review and validate change records before presenting them to the Change Advisory Board (CAB).
  • Facilitate CAB meetings to ensure all changes are reviewed, discussed, and approved prior to implementation.
  • Monitor the progress and execution of changes, ensuring accurate risk and impact assessments.
  • Oversee the complete lifecycle of changes, including documentation, approval, and auditing.
  • Communicate upcoming changes that may impact supported platforms to relevant stakeholders.
  • Facilitate emergency and urgent change approvals as needed.
  • Generate weekly and monthly Change Management reports for leadership review.
  • Provide education and guidance to team members on Change Management processes and best practices.

Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 3 experience in IT Service Management, with focus on Incident, Problem, and Change Management.
  • Strong knowledge of ITIL framework and practices (ITIL certification is a plus).
  • Excellent communication and stakeholder management skills.
  • Ability to work in a fast-paced, global support environment.
  • Experience using ITSM tools (e.g., ServiceNow, BMC Remedy) is preferred.

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