Incident Manager
Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.
What You’ll Be Doing:
• 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.
What We’re Looking For:
• 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.
Missing one or two of these qualifications? We still want to hear from you! If you bring a positive mindset, we'll provide an environment where you feel valued and empowered to learn and grow.
Offer
• 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