Global IT Incident Manager - Hybrid, SLA-Driven Leader

Home Credit Philippines; Quezon City; Hybrid; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work setup

Up to 20% variable performance-based**

HMO on Day 1

Mental health & wellness support

Wellness leaves & Birthday leave

Internal career mobility

Job summary

Home Credit Philippines seeks an Incident Management professional to lead day-to-day ITIL-based operations across design, transition, and service operations. You will support the major incident team, ensure SLAs/OLAs are met, and coordinate with Tier 1 for accurate incident recording.

You will monitor incidents, escalate as needed, and help restore services fast while contributing to problem and event management. Hybrid work is offered.

Qualifications

• Solid experience with ITIL service lifecycle across design, transition, operations and CSI.
• Experience working in a global team across multiple countries and time zones.
• Exposure to Wintel, SQL Server, Networking and Storage technologies.

Responsibilities

• Perform day-to-day operational and managerial tasks of Incident Management.
• Support the major incident management team with critical plan components.
• Ensure activities meet SLAs/OLAs and high quality standards.
• Communicate with the process manager; coordinate with Tier 1 Support for proper incident recording.
• Determine if major incidents should be escalated by priority and severity.
• Ensure major incidents assigned to support groups are resolved and service is restored.
• Monitor major incidents to ensure SLAs/OLAs are met.
• Identify incidents for review and participate in incident reviews.
• Create knowledge articles with repeatable procedures to reduce incidents.
• Contribute to Incident, Problem and Event Management activities.

Skills

ITIL Service Lifecycle

Global team collaboration

Time and priority management

Tools

Jira

Job description

Home Credit Philippines seeks an Incident Management professional to lead day-to-day ITIL-based operations across design, transition, and service operations. You will support the major incident team, ensure SLAs/OLAs are met, and coordinate with Tier 1 for accurate incident recording.

You will monitor incidents, escalate as needed, and help restore services fast while contributing to problem and event management. Hybrid work is offered.