Incident & Change Management Lead

Essilor Shared Services Philippines Incorporated; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Essilor Shared Services Philippines Incorporated is seeking an Incident & Problem Management professional to lead end-to-end incident resolution, ensure SOP and SLA compliance, and coordinate with IT and business stakeholders. The role also drives change management, CAB facilitation, and regular reporting to support client operations.

The position requires rotating shifts, strong communication, analytical skills, and ITIL knowledge to drive continuous improvement across IT services.

Qualifications

• Bachelor’s degree in IT-related field as stated.
• At least 3 years of experience in Incident, Problem and Change Management and IT Operations.
• Strong verbal and written communication with stakeholder interaction.
• Solid ITIL knowledge and change management experience.
• Willingness to rotate shifts; attention to detail and leadership.
• Familiarity with IT platforms and infrastructure.
• Experience with ticketing systems; HDA is a plus.
• Ability to develop SLAs and KPIs; ITIL certification is a plus.

Responsibilities

• Provides direction in end-to-end incident management and timely resolution.
• Ensures SOP adherence to restore IT services within SLAs.
• Establishes communications with key IT and business stakeholders.
• Coordinates critical incidents affecting client operations; prepares incident reports.
• Delivers shift turnover reports and recaps for continuity.
• Manages change records, CAB facilitation and progress monitoring.
• Produces weekly/monthly change management reports.

Skills

Incident Management

Problem Management

IT Operations

ITIL

Communication

Leadership

Analytical Skills

Education

Bachelor’s Degree in IT-related field

Tools

HDA ticketing tool

Job description

Essilor Shared Services Philippines Incorporated is seeking an Incident & Problem Management professional to lead end-to-end incident resolution, ensure SOP and SLA compliance, and coordinate with IT and business stakeholders. The role also drives change management, CAB facilitation, and regular reporting to support client operations.

The position requires rotating shifts, strong communication, analytical skills, and ITIL knowledge to drive continuous improvement across IT services.