Hybrid Incident Manager: ITIL-Driven Operations Lead

Directio PHL, Inc.; Muntinlupa; Hybrid; PHP 725,000 - 781,000; Full time

Benefits offered by this job

65,000–70,000 PHP salary range

Monthly transportation allowance 4,000

De minimis 3,600 PHP

HMO coverage from day 1

Equipment provided

Optical coverage

Year-end leave monetization

Gym subscription

Coffee allowance

Job summary

Directio PHL, Inc. is seeking an Incident Manager for our French client. The role focuses on directing incident handling, coordinating with stakeholders, and ensuring change governance is followed. Hybrid work setup with on-site Alabang, Muntinlupa three days a week and two days remote.

The ideal candidate has 3+ years in incident/problem/change management, ITIL proficiency, and the ability to coordinate across teams in a fast-paced environment. IT ticketing tools experience is a plus.

Qualifications

• 3+ years of experience in Incident, Problem, Change Management and IT Operations.
• Strong understanding of ITIL Incident and Change Management processes.
• Willingness to work rotating shifts without schedule preference.

Responsibilities

• Provide direction in incident management and prioritize issues to meet SLAs.
• Ensure teams follow SOPs to restore IT services within defined SLAs.
• Communicate with IT and business stakeholders for coordinated incident resolution.
• Act as primary coordinator during critical incidents and manage communications.
• Ensure change records meet policies before CAB review and approval.
• Facilitate CAB review meetings and monitor progress of approved changes.
• Category, assess risk/impact, and document all infrastructure-related changes.
• Facilitate approval of emergency and urgent changes when required.

Skills

Incident Management

Change Management

IT Operations

Problem Management

Stakeholder Communication

Tools

HDA ticketing tool

Ticketing systems

Job description

Directio PHL, Inc. is seeking an Incident Manager for our French client. The role focuses on directing incident handling, coordinating with stakeholders, and ensuring change governance is followed. Hybrid work setup with on-site Alabang, Muntinlupa three days a week and two days remote.

The ideal candidate has 3+ years in incident/problem/change management, ITIL proficiency, and the ability to coordinate across teams in a fast-paced environment. IT ticketing tools experience is a plus.