Major Incident Manager

2 hours ago

Fort Bonifacio, National Capital Region, Philippines Eastvantage Business Solutions Full time ₱706,400 per year

The Major Incident Manager (MIM) leads and coordinates all activities during high-impact IT outages. They ensure swift resolution while minimizing business disruption, handle stakeholder communication, and drive post-incident learning and process improvement.

Key Responsibilities

  1. Incident Identification & Declaration

  2. Assess incoming incidents against established criteria.

  3. Declare a Major Incident and trigger incident response protocols (e.g., initiate a war room or crisis bridge).

  4. Coordination & Control

  5. Act as the primary point of contact for service owners, technical teams, and external vendors throughout the incident lifecycle.

  6. Lead the Major Incident Team (MIT): assign roles, manage war rooms and bridges, and ensure focused resolution efforts.

  7. Communication & Stakeholder Management

  8. Provide frequent, clear updates to stakeholders, executives, users, and customers using multiple channels.

  9. Ensure consistency in message frequency and content by coordinating with service owners.

  10. Resolution & Recovery

  11. Oversee diagnostic efforts and manage workaround implementation or permanent fixes.

  12. Coordinate emergency changes, working with the Change Manager to ensure controlled execution.

  13. Confirm resolution and formally close the incident, ensuring proper communication and documentation.

  14. Post-Incident Review & Process Improvement

  15. Facilitate After Action Reports (AAR) within defined SLAs.

  16. Lead post-incident review meetings, identify root causes, and track action items to closure.

  17. Monitor key metrics (e.g., MTTA, MTTR, downtime) and recommend preventative measures.

  18. Governance & Documentation

  19. Maintain incident records, timeline logs, and detailed documentation of all communications and actions.

  20. Ensure adherence to ITIL or internal governance frameworks and policies. Required Skills & Qualifications

  21. Strong leadership under pressure with the ability to coordinate cross-functional teams.

  22. Excellent communication skills, capable of translating technical details into business-friendly updates.

  23. Effective decision-making during crisis situations with clear prioritization.

  24. Deep understanding of ITSM/ITIL practices, including Incident, Change, and Problem Management.

  25. Analytical mindset with a focus on metrics and continuous improvement.

  26. Technical fluency to engage effectively with infrastructure, applications, and vendor support teams.

Job Types: Full-time, Permanent

Pay: Php70,000.00 per month

Benefits:

  • Company Christmas gift
  • Employee discount
  • Opportunities for promotion
  • Paid training
  • Pay raise

Work Location: In person

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