Global Incident Management Analyst

VXI Global Holdings B.V. (Philippines); Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an Incident Manager to lead major incident responses, serving as the incident commander during critical events and driving the end-to-end incident lifecycle from detection to resolution.

You will coordinate with technical teams, business stakeholders, and senior management, ensuring timely status updates, documenting actions, and contributing to PIRs and runbook development while monitoring trends and reporting metrics.

Qualifications

• Experience coordinating major incidents and stakeholders.
• Ability to document actions and runbooks clearly.
• Familiarity with incident management processes and PIRs.

Responsibilities

• Serve as the primary point of contact for major incidents, acting as the incident commander during critical events.
• Initiate and manage the incident management process from detection to resolution, including logging, categorization, prioritization, diagnosis, and escalation.
• Coordinate and facilitate communication between technical teams, business stakeholders, and senior management during active incidents.
• Ensure timely and accurate incident status updates are provided to all relevant parties.
• Document incident details, actions taken, and resolution steps in the incident management system.
• Participate in post-incident reviews (PIRs) to identify root causes and recommend preventative measures and process improvements.
• Develop and maintain incident management runbooks, procedures, and documentation.
• Monitor incident trends and provide reports on incident performance metrics.
• Contribute to the continuous improvement of the incident management framework and processes.
• Provide training and guidance to other IT staff on incident management best practices.
• Be available for on-call support and respond to incidents outside of regular business hours as needed.

Skills

Incident management

Communication

On-call support

Documentation

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• Serve as the primary point of contact for major incidents, acting as the incident commander during critical events.
• Initiate and manage the incident management process from detection to resolution, including logging, categorization, prioritization, diagnosis, and escalation.
• Coordinate and facilitate communication between technical teams, business stakeholders, and senior management during active incidents.
• Ensure timely and accurate incident status updates are provided to all relevant parties.
• Document incident details, actions taken, and resolution steps in the incident management system.
• Participate in post-incident reviews (PIRs) to identify root causes and recommend preventative measures and process improvements.
• Develop and maintain incident management runbooks, procedures, and documentation.
• Monitor incident trends and provide reports on incident performance metrics.
• Contribute to the continuous improvement of the incident management framework and processes.
• Provide training and guidance to other IT staff on incident management best practices.
• Be available for on-call support and respond to incidents outside of regular business hours as needed.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!