IT Incident Manager

Lead the Response That Keeps Global Operations Running Smoothly

In the high-stakes world of IT incident management, this role puts you at the center of global operations for the outsourcing industry. Lead critical recoveries, sync with international teams, and escalate your career to enterprise-level speed.

What You'll Be Doing

Be part of our team as an
IT Incident Manager
, where you'll handle the full lifecycle of unplanned IT service interruptions. You'll lead detection, analysis, resolution, and communication efforts-restoring normal operations quickly while reducing business impact and continuously improving response strategies across the organization.

Job Overview

Employment type: Full-time

Shift: Flexible shift (on-call weekends/holidays as needed)

Work setup: Hybrid, Makati

What's in It for You

• Competitive salary package
• Prime office location in Makati (easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with a minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What You Bring to the Table

Education:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field

Experience:

• Minimum of
  5 years of IT Incident Management experience
  in BPO or IT industries

Knowledge and Skills:

• Strong knowledge of ITIL principles, particularly Incident and Problem Management
• Proven ability to manage high-severity incidents under pressure
• Ability to make fast, sound decisions and provide leadership in high-pressure situations
• Strong technical expertise in security, networking, systems, and applications
• Proficiency in project management and organizational skills for executing incident response plans
• Excellent troubleshooting and analytical skills; able to identify root causes and drive resolution
• Skilled in documentation, reporting, and stakeholder communication
• Excellent verbal, written, and presentation skills; able to deliver clear and tailored messages to technical and non-technical stakeholders
• Hands-on experience with ticketing and monitoring tools (e.g., ServiceNow, Jira, SolarWinds)
• ITIL v3 or ITIL 4 certification preferred
• Ability to lead and collaborate effectively in a fast-paced environment
• Willingness to be on-call, including holidays and weekends, as required

What You'll Be Driving

Incident Response and Management:

• Act as the primary point of contact for all major IT incidents
• Respond, resolve, and communicate with stakeholders in a timely manner
• Manage the incident lifecycle-from identification, logging, categorization, and prioritization to resolution and closure
• Coordinate technical teams across the business to resolve high-priority incidents efficiently
• Conduct root cause analysis (RCA) for major incidents and implement corrective actions
• Maintain and update incident management documentation, procedures, and knowledge base

Incident Monitoring and Continuous Improvement:

• Monitor incidents and identify recurring issues to drive service improvements
• Provide regular reports and dashboards on incident trends, response times, SLAs, and areas for improvement
• Facilitate post-incident reviews and lessons-learned sessions
• Collaborate with Problem Management to shift from reactive to proactive operations

Stakeholder Communication and Coordination:

• Ensure consistent, transparent communication with internal and external stakeholders during incident resolution
• Keep stakeholders updated on incident status, impact, and estimated resolution timelines
• Maintain effective communication with IT teams, vendors, and business units during critical incidents
• Provide incident summaries and RCA reports to leadership and relevant teams

Risk and Impact Mitigation:

• Assess severity, urgency, and business impact of reported incidents and initiate escalation procedures
• Develop incident response plans and runbooks for critical services and systems
• Identify potential risks during recovery and coordinate mitigation efforts
• Contribute incident-related data and insights to support risk assessments

Service Availability and SLA Management:

• Manage incidents in accordance with SLAs and service continuity plans
• Monitor SLA performance, identify breaches, and work with teams to prevent recurrence
• Contribute to the development and improvement of availability and recovery strategies

Other Responsibilities:

• Perform administrative and operational IT support tasks
• Assist in additional duties as assigned by the Associate Manager, Manager, or designated company representatives

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024.

With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra