Urgent Hiring Major Incident Manager

5 days ago

Fort Bonifacio, National Capital Region, Philippines Eastvantage Business Solutions Full time

Location: 31st Street, BGC, Taguig

Work Set up: Hybrid 3x onsite and 6 AM Manila Time

About the Role

We are seeking a dynamic Major Incident Manager to lead and coordinate responses to high-impact IT outages across our organization. In this critical role, you will ensure rapid incident resolution, minimize business disruption, communicate effectively with stakeholders, and drive continuous improvement through strong post-incident governance.

Key ResponsibilitiesIncident Identification & Declaration

  • Assess incoming incidents and determine if they meet Major Incident criteria.
  • Declare Major Incidents and activate response protocols (e.g., war room, crisis bridge).

Coordination & Control

  • Serve as the central point of contact for service owners, technical teams, and vendors throughout the incident.
  • Lead the Major Incident Team (MIT), manage war rooms/bridges, assign roles, and maintain focused resolution efforts.

Communication & Stakeholder Management

  • Provide clear, timely updates to executives, stakeholders, customers, and users across multiple channels.
  • Ensure consistent communication in partnership with service owners.

Resolution & Recovery

  • Oversee diagnostic and troubleshooting efforts to restore services quickly.
  • Coordinate emergency changes with Change Management to ensure controlled execution.
  • Validate resolution, close Major Incidents, and ensure documentation and communications are completed.

Post-Incident Review & Process Improvement

  • Facilitate After Action Reports (AAR) and ensure timely completion.
  • Lead post-incident review sessions, identify root causes, and track corrective actions to closure.
  • Monitor key operational metrics (e.g., MTTA, MTTR, downtime) and recommend preventative measures.

Governance & Documentation

  • Maintain accurate incident records, timelines, and action logs.
  • Ensure compliance with ITIL or internal governance frameworks and policies.

Required Skills & Qualifications

  • Strong leadership and ability to remain composed under pressure.
  • Excellent verbal and written communication skills; able to translate technical details into business-friendly language.
  • Proven ability to make sound decisions in crisis situations with clear prioritization.
  • Solid understanding of ITSM/ITIL practices, including Incident, Change, and Problem Management.
  • Analytical and metrics-driven mindset with a commitment to continuous improvement.
  • Technical fluency with infrastructure, applications, and vendor support environments.

Why Join Us?

  • Opportunity to play a critical role in safeguarding business operations
  • Work with highly skilled technical and leadership teams
  • Growth opportunities in IT Service Management and Operations
  • Competitive compensation and benefits packages

Job Types: Full-time, Permanent

Pay: Php70,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Employee discount
  • Flexible schedule
  • Flextime
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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