Incident Manager

3 hours ago

Taguig, National Capital Region, Philippines HCLTech Full time ₱1,200,000 - ₱2,400,000 per year

Role:

Incident Manager – Data Analytics Focus

Work Set-Up:

100% onsite set-up in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule

About the Role

We are seeking a highly skilled Incident Manager with a strong background in data analytics to oversee and drive efficient incident management processes across the organization. This role requires a proactive leader who can manage high-priority incidents, perform data-driven root cause analyses, and deliver insights to improve operational performance and service quality.

The ideal candidate combines ITIL-based incident management expertise with advanced analytical and visualization skills to enhance decision-making and prevent future disruptions.

⸻

Key Responsibilities


• Lead and coordinate the end-to-end incident management process, ensuring timely resolution of critical and major incidents.


• Serve as the primary point of escalation for high-impact incidents, ensuring communication and alignment across stakeholders.


• Perform trend analysis and data-driven investigations to identify recurring incidents, root causes, and opportunities for service improvement.


• Develop and maintain incident dashboards and reports using tools such as Power BI, Tableau, or equivalent.


• Collaborate with Problem Management, Change Management, and Technical Teams to ensure effective resolution and prevention strategies.


• Drive post-incident reviews (PIRs) and produce comprehensive incident reports with actionable insights.


• Establish and monitor incident KPIs and SLAs, leveraging analytics to measure efficiency and drive continuous improvement.


• Use predictive analytics to anticipate incident risks and implement proactive measures.


• Partner with IT Service Delivery and Operations teams to enhance process maturity and resilience through data insights.


• Support the automation of reporting, escalation, and root-cause identification processes using analytical tools and scripting (e.g., Python, SQL, Power Automate).

⸻

Qualifications


• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (Master's degree preferred).


• 5+ years of experience in IT Incident Management or Service Operations, preferably within large-scale or enterprise environments.


• Proven experience in data analytics, data visualization, and reporting (Power BI, Tableau, Excel, SQL, or Python).


• Strong understanding of ITIL framework (ITIL v4 certification preferred).


• Demonstrated experience in handling major incidents and coordinating across multiple technical teams under pressure.


• Exceptional analytical, communication, and problem-solving skills.


• Ability to present complex data and insights to technical and non-technical stakeholders effectively.


• Experience with ServiceNow, BMC Remedy, or other ITSM tools is highly desirable.

⸻

Why Join Us


• Opportunity to drive meaningful impact through data-driven decision-making in IT operations.


• Collaborative, innovative, and growth-focused work culture.


• Exposure to modern technologies and enterprise-scale incident management frameworks. Job


• Highly competitive and flexible package salary


• HMO Benefits since Day 1 (including up to 3 dependents)

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