Global Incident & Change Lead - ITIL Expert

GECO Asia Pte Ltd; Muntinlupa; Sur place; PHP 900 000 - 1 200 000; Plein temps

Résumé du poste

GECO Philippines, part of the GECO Asia Group, seeks an Incident Manager to lead Incident, Problem, and Change Management for global teams. You will ensure rapid incident resolution, adherence to SOPs, and effective communication with IT and business stakeholders.

Ideal candidates have ITIL experience, a IT/CS degree, 3+ years in ITSM, and hands-on familiarity with ServiceNow or BMC Remedy. You will drive continuous improvements in a dynamic support environment.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 3+ years in IT Service Management focusing on Incident/Problem/Change Management.
• ITIL knowledge; certification is a plus.
• Excellent communication and stakeholder engagement.
• Experience with ITSM tools such as ServiceNow or BMC Remedy.
• Strong problem-solving, organizational, and time management.
• Ability to work in a dynamic, global support environment.

Responsabilités

• Incident & Problem Management: Lead end-to-end handling of IT incidents, ensuring timely resolution within SLAs.
• Ensure adherence to SOPs for restoring IT services.
• Act as the main coordinator during critical incidents affecting business operations.
• Communicate effectively with IT and business stakeholders during and after incidents.
• Document incidents, provide shift turnover and recap reports, and conduct post-incident reviews.
• Identify problems, analyze root causes, and suggest and implement service improvements.
• Change Management: Oversee adherence to the Change Management process and standards.
• Validate change records before CAB submission and facilitate CAB meetings.
• Monitor change progress, assess risks, and ensure proper documentation.
• Manage emergency and urgent change approvals when necessary.
• Provide weekly and monthly change reports to leadership.
• Educate the team on change process best practices.

Connaissances

ITIL

Incident management

Communication

Stakeholder engagement

Problem solving

Time management

Organizational skills

Global support

Formation

Bachelor’s degree in IT/CS

Outils

ServiceNow

BMC Remedy

Description du poste

GECO Philippines, part of the GECO Asia Group, seeks an Incident Manager to lead Incident, Problem, and Change Management for global teams. You will ensure rapid incident resolution, adherence to SOPs, and effective communication with IT and business stakeholders.

Ideal candidates have ITIL experience, a IT/CS degree, 3+ years in ITSM, and hands-on familiarity with ServiceNow or BMC Remedy. You will drive continuous improvements in a dynamic support environment.