Head of Incident Response & ITSM Excellence

China Bank Group; Manila; On-site; PHP 1,200,000 - 1,700,000; Full time

Job summary

China Bank Group in Makati seeks an Incident Management Unit Head to oversee the organization’s incident management function, ensuring timely resolution of IT incidents and coordinating with the Service Desk. The role requires leading responses for major incidents, managing specialists, and driving continuous process improvement.

You will monitor service performance metrics, prepare incident reports, and collaborate with stakeholders to enhance service delivery and customer satisfaction.

Qualifications

• Knowledge of ITSM and ITIL v3/v4 frameworks.
• Understanding of Incident, Problem, Service Level, and Availability Management.
• Experience in IT Service Desk operations; ServiceNow is an advantage.
• Strong communication, teamwork, and attention to detail.
• Experience in process improvement and cross-team collaboration.

Responsibilities

• Develop, document, and improve incident management processes.
• Lead and coordinate responses to major or critical incidents.
• Supervise incident management specialists to maintain performance.
• Establish clear communication channels for stakeholder updates during incidents.
• Prepare incident reports with timelines, actions taken, and post-incident analysis.
• Monitor incident management metrics and trends; provide regular reports to management.
• Identify opportunities to enhance tools, training, and processes for the team.
• Coordinate with the Service Desk for timely ticket handling, resolution, and knowledge management.
• Assist in managing and improving ITSM tools to support efficient service delivery.

Skills

ITSM knowledge

ITIL v3/v4

Incident management

Communication

Teamwork

Attention to detail

Process improvement

Tools

ServiceNow

Job description

China Bank Group in Makati seeks an Incident Management Unit Head to oversee the organization’s incident management function, ensuring timely resolution of IT incidents and coordinating with the Service Desk. The role requires leading responses for major incidents, managing specialists, and driving continuous process improvement.

You will monitor service performance metrics, prepare incident reports, and collaborate with stakeholders to enhance service delivery and customer satisfaction.