Incident Manager

2 weeks ago

Makati City, National Capital Region, Philippines Accent Micro Technologies, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Job Description

We are seeking a highly skilled and experienced Incident/Problem Manager to join our IT Service Management team. The ideal candidate will be responsible for the end-to-end management of critical incidents and recurring problems within complex IT environments. This role is crucial in maintaining service reliability and supporting continuous improvement in IT operations.

Key Responsibilities:

  • Manage end-to-end lifecycle of IT incidents and problems.
  • Lead resolution of critical (P1/P2) incidents and conduct RCA.
  • Coordinate with cross-functional teams and vendors.
  • Maintain process documentation and ensure SLA compliance.
  • Produce incident/problem reports and identify trends.
  • Drive continuous improvement aligned with ITIL standards.
  • Act as the main point of contact for incident/problem communications.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • ITIL Foundation (Mandatory); ITIL Intermediate/Expert (Advantageous)
  • ISO/IEC Preferred)
  • Certified Problem Manager (Optional)
  • 5–8 years in IT Service Management, with 2–3 years specifically in incident/problem management.
  • Experience managing high-priority (P1/P2) incidents and conducting RCA.
  • Exposure to critical IT environments (banking, telecom, data centers, etc.).
  • Proficient in ITSM platforms (e.g., ServiceNow, BMC Remedy, Freshservice).
  • Familiar with monitoring tools like Splunk, Nagios, or SolarWinds.
  • Reporting skills using Excel or Power BI are an advantage.
  • Strong leadership in high-pressure situations.
  • Excellent communication and coordination skills.
  • Analytical, detail-oriented, and a proactive problem-solver.

How to Apply:

Submit your application directly through JobStreet or email your resume to [Insert Email Address]. Only shortlisted candidates will be contacted.

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