Incident and Business Continuity Manager

Lead the Frontlines of Global Operational Resilience

When challenges strike, you rise to the occasion. Join a team where your strategic response and leadership ensure business continuity, protect operations, and drive organizational stability across borders. As an expert in crisis management and operational resilience, you'll build a lasting legacy by helping international teams stay prepared, protected, and performance-driven-no matter what comes their way.

Job Description

As an Incident and Business Continuity Manager, you will lead response efforts during operational disruptions, oversee business continuity planning, and maintain clear communication across leadership teams. Your role ensures smooth recovery, strong risk management, and unwavering readiness in fast-paced, global environments.

Job Overview

Employment type: Full-time

Shift: Flexible shift, Weekends Off

Work setup: Hybrid, Makati

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education:

• Bachelor's degree in Business Administration, Information Systems, or a related field.

Experience:

• 3-5 years of experience in a BPO environment, preferably in a risk, operations, or service assurance capacity.

Knowledge and Skills:

• Strong decision-making skills under pressure.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with experience in risk assessment and root cause analysis.
• Ability to manage multiple incidents and priorities simultaneously.
• Calm, decisive, and organized during high-stress situations.
• Ability to build and maintain strong stakeholder relationships across all levels.
• High level of integrity, discretion, and confidentiality awareness.

Your Daily Tasks

Incident & Crisis Response:

• Act as a first responder and coordinator for medium- to high-impact operational incidents, especially during night shifts, weekends, or holidays.
• Monitor incident queues, escalate events based on severity, and initiate appropriate protocols.
• Maintain clear and timely communication across leadership teams, internal stakeholders, and clients during incidents.
• Manage critical incidents, ensuring timely coordination, resolution, communication, and post-incident review.
• Support the Senior Manager in leading RCA (Root Cause Analysis).

Business Continuity Planning:

• Assist in developing and maintaining departmental and site-level business continuity plans.
• Coordinate with Operations, IT, HR, and Facilities to ensure readiness of alternate work arrangements (e.g., WFH, site shifts).
• Schedule and facilitate plan reviews, risk assessments, and functional tests.
• Manage post-event reviews and update continuity plans based on lessons learned.
• Initiate and activate CORE IM Teams - schedule and chair IM Meetings.

Documentation & Reporting:

• Maintain incident logs, timelines, root cause summaries, and corrective action trackers.
• Support post-incident reviews and compile reports for leadership and client distribution.
• Support Senior Manager in gathering facts and executing recovery strategies using checklists as the guide.
• Maintain incidents archive/library.

Training & Engagement:

• Conduct awareness sessions and simulations for BPO teams across shifts and geographies.
• Promote a culture of operational resilience by embedding response readiness in onboarding and team routines.

Other Responsibilities:

• Recommend and lead process improvement initiatives and optimize underperforming workflows to enhance efficiency and effectiveness.
• Monitor for upcoming disruptive events (weather, political events, transportation disruptions).

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra