Global Incident Manager – Cloud & IT Resilience

SoftwareOne; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

SoftwareOne is seeking an Incident Manager to join our Service Operations team. You will take a central role in managing major incidents across global customer environments, coordinating technical resolver groups, partners and stakeholders to restore services quickly while communicating clearly throughout the lifecycle.

You will own end-to-end incident management, drive actions based on business impact, and ensure accurate documentation and post-incident reviews to support continual service

Qualifications

• Experience leading major incidents in ITSM or cloud ops.
• Coordinate geographically distributed teams, vendors and partners.
• Knowledge of enterprise and cloud tech like Azure, AWS, Microsoft 365.
• Strong customer-facing communication and stakeholder management.
• Understanding of incident governance and post-incident reviews.

Responsibilities

• Take ownership of major incidents, assess business impact and manage per governance.
• Lead major incident bridge calls with resolver groups, vendors and partners.
• Drive actions based on impact, manage risks and roadblocks until restoration.
• Deliver clear, timely communications to customers and executives.
• Maintain incident records in ServiceNow and coordinate post-incident reviews.

Skills

Incident management leadership

Cross-functional coordination

Cloud platforms (Azure, AWS, 365)

Stakeholder communication

Incident governance & post-incident

Job description

SoftwareOne is seeking an Incident Manager to join our Service Operations team. You will take a central role in managing major incidents across global customer environments, coordinating technical resolver groups, partners and stakeholders to restore services quickly while communicating clearly throughout the lifecycle.

You will own end-to-end incident management, drive actions based on business impact, and ensure accurate documentation and post-incident reviews to support continual service