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Incident Manager

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full-time

Posted on:

Location Type: Office

Location: Paranaque • Philippines

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Tech Stack

ITSMServiceNow

About the role

  • Lead and coordinate the end-to-end management of incidents, ensuring timely resolution and minimal disruption to business operations.
  • Establish and enforce incident management processes, procedures, and best practices.
  • Assess the severity and impact of incidents, prioritize response efforts, and allocate resources accordingly.
  • Communicate effectively with stakeholders, including executives, technical teams, and end-users, on incident status and resolution plans.
  • Conduct post-incident reviews to identify root causes and preventive measures.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • A minimum of 3-5 years of experience in IT service management.
  • Proven experience in incident management and response.
  • Knowledge of incident management and service management tools (ServiceNow).
  • Familiarity with system monitoring tools (Like SCOM & SolarWinds).
  • Good understanding of CMDB.
  • ITIL foundation certification is highly preferable.
  • Certifications in relevant IT fields (like CompTIA, Network+, CompTIA Security+, and CISSP) can be beneficial.
  • Excellent problem-solving and analytical skills.
  • Strong leadership and team management abilities.
  • Ability to coordinate and communicate effectively with technical and non-technical stakeholders.
Benefits
  • Health insurance
  • Willing to work on a shifting schedule (24/7), including Weekends and Holidays.
  • Required to work from the office at least 3x times per week.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementIT service managementproblem-solvinganalytical skillsresource allocationpost-incident reviewCMDB knowledge
Soft Skills
leadershipteam managementcommunicationstakeholder engagement
Certifications
ITIL foundationCompTIANetwork+CompTIA Security+CISSP