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Role Description

• Oversee end-to-end incident management operations across the organization.
• Act as the primary liaison with project leads to drive timely resolution of major incidents, ensuring compliance with SLA and OLA commitments.
• Coordinate cross-functional technical teams to rapidly identify, troubleshoot, and resolve incidents.
• Ensure all incidents are properly logged, categorized, prioritized, and tracked within the ITSM tool.
• Continuously monitor incident progress and escalate when necessary to restore services as quickly as possible.
• Define, standardize, and continuously improve Incident Management processes, including the development of dashboards for end-to-end ticket visibility.
• Prepare and deliver incident reports, trend analysis, and operational insights within the defined scope.
• Serve as the central incident coordinator, actively driving resolution efforts during major incidents.
• Provide timely, accurate, and consistent communications to internal teams, leadership, and customers.
• Lead incident bridge calls, war rooms, and crisis management meetings.
• Deliver regular incident updates, executive summaries, and post-resolution briefings.
• Facilitate and coordinate with Service Level Management (SLM) on Root Cause Analysis (RCA), ensuring outcomes are actionable and measurable.
• Track and follow up on corrective and preventive actions to prevent incident recurrence.
• Maintain comprehensive lessons learned documentation and drive continuous improvement initiatives.
• Partner with SLM to analyze incident trends and performance metrics to identify areas for optimization.
• Recommend enhancements to processes, workflows, monitoring tools, and support practices.
• Collaborate closely with Problem Management and Change Management teams to ensure holistic service improvement.
• Ensure full compliance with ITIL best practices and organizational policies.
• Maintain and enhance Incident Management documentation, standards, and procedures.
• Conduct periodic audits and reviews to ensure process adherence and quality standards.

Qualifications

• Open to work in NALA with 10:00 PM – 7:00 AM SGT shift.
• With at least 2 years’ experience in Incident Manager Role.
• Bachelor’s degree in information technology, Computer Science, Engineering, or related field.
• Experience in IT Service Management, Operations, or Technical Support.
• Strong hands-on knowledge of the ITIL framework (ITIL4 certification preferred).
• Excellent communication, stakeholder management, and problem solving skills.
• Ability to work under pressure during high impact incidents.
• Familiarity with ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.).
• Background in cloud technologies, network operations, or application support.
• Experience coordinating global or multi-vendor support teams.

Benefits

• Stable employment. On the market since 2008, 1500+ talents currently on board in 7 global sites.
• "Office as an option" model. You can choose to work remotely or in the office.
• Flexibility regarding working hours and your preferred form of contract.
• Comprehensive online onboarding program with a "Buddy" from day 1.
• Cooperation with top-tier engineers and experts.
• Unlimited access to the Udemy learning platform from day 1.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Internal Gallup Certified Strengths Coach to support your growth.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.
• Great Place to Work Certified Employer in the Philippines.