Incident Manager

1 day ago

Ayala Alabang, National Capital Region, Philippines Directio PHL, Inc. Full time ₱60,000 - ₱65,000 per year

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the "We Code Success" principle, we prioritize the success of our clients, consultants, and partners.

About project:

We are looking for an Incident Manager for our French client, who specializes in producing various types of glasses and collaborating with opticians. Their mission is to enhance the quality of life by improving the quality of vision.

Responsibilities:

  • As Incident Manager you will be providing leadership and direction in managing incidents to ensure timely and effective resolution of IT service interruptions;
  • You will be ensuring adherence to Standard Operating Procedures, guiding the team to restore IT services efficiently and consistently;
  • You will be maintaining communication with key IT and business stakeholders, facilitating effective information sharing and collaboration to resolve issues;
  • You will be coordinating communication with Client Global IT stakeholders, sending timely updates and documenting incidents through comprehensive incident reports;
  • You will be overseeing all incident management activities during your shift, preparing detailed shift turnover and recap reports to ensure continuity and transparency;
  • You will be identifying, analyzing, and implementing improvements within your area of responsibility, delivering measurable business benefits through enhanced processes;
  • You will be providing detailed post-incident reports, analyzing the root cause of incidents and outlining steps to prevent recurrence.

Requirements:

  • 3+ years of hands-on experience in Incident Management, showcasing your ability to handle and resolve critical IT incidents effectively;
  • Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) - Necessary condition;
  • Solid knowledge of ITIL Incident and Change Management processes, ensuring adherence to industry-standard frameworks for IT service management;
  • Experience with change management tools, demonstrating your ability to manage and coordinate changes effectively within IT environments;
  • In-depth knowledge of multiple IT platforms and infrastructure, enabling you to diagnose and address issues across diverse systems;
  • Proficiency with ticketing systems, ensuring efficient tracking and resolution of incidents;
  • Experience in developing and monitoring SLAs and KPIs, ensuring service quality and performance metrics are met consistently;
  • Strong communication skills, with the ability to respond adequately to inquiries and complaints, maintaining professionalism and clarity.

Nice to have:

  • Obtained ITIL certification, demonstrating formal training and expertise in IT service management practices;
  • Experience with CASD ticketing tools, adding versatility to your skillset in managing incident workflows.

We offer:

  • Salary for work amounting to 60,000 – 65,000 PHP;
  • Monthly transportation allowance of ₱4,000;
  • ₱3,600 de minimis monthly non-taxable allowance;
  • HMO coverage from day 1 for you and 1 dependent;
  • Equipment provided;
  • Optical coverage;
  • Year-end leave monetization;
  • Gym subscription;
  • Monthly supply of coffee

Please be advised that we will only contact selected candidates

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