Critical Incident Response Lead

Union Bank of the Philippines; Philippines; On-site; PHP 1,400,000 - 1,900,000; Full time

Job summary

Union Bank of the Philippines in Pasig seeks an Incident Manager to oversee all incident management processes, restore critical services quickly, and strengthen operational resilience. You will serve as the central coordinator for major incidents, govern SLA performance, drive continual service improvement, and communicate with stakeholders and system owners.

Applicants should have ITSM/ITIL experience, familiarity with Remedy or ServiceNow, and proven ability to lead cross‑functional teams

Qualifications

• Experience in IT service management with a focus on incident handling.
• Strong knowledge of ITIL and SLA governance.
• Excellent stakeholder management and communication skills.
• Ability to lead crisis situations and coordinate cross-functional teams.

Responsibilities

• Provides regular updates to stakeholders on major incidents.
• Leads major incident management and coordinates RCA and action plans.
• Manages incident reviews and ensures rapid restoration of services.

Skills

Incident Management

ITIL

Stakeholder management

Crisis leadership

Analytical thinking

Decision making

Problem solving

Reporting & metrics

Cross-functional coordination

Tools

BMC Remedy

ServiceNow

Job description

Union Bank of the Philippines in Pasig seeks an Incident Manager to oversee all incident management processes, restore critical services quickly, and strengthen operational resilience. You will serve as the central coordinator for major incidents, govern SLA performance, drive continual service improvement, and communicate with stakeholders and system owners.

Applicants should have ITSM/ITIL experience, familiarity with Remedy or ServiceNow, and proven ability to lead cross‑functional teams