Incident & Change Manager — ITIL Expert (Hybrid)

GECO Asia Pte Ltd; Manila; Hybride; PHP 670 000 - 1 116 000; Plein temps

Résumé du poste

GECO Philippines, part of the GECO Asia Group, is hiring an experienced Incident Manager to oversee IT Incident, Problem, and Change Management within the Infrastructure Shared Services team. The role coordinates critical incidents, CAB meetings, and ongoing service improvements across IT operations.

The position requires ITIL knowledge, strong communication, and the ability to manage high-priority incidents across multiple technical teams.

Qualifications

• Bachelor's degree in IT/CS/Engineering/Management or related field.
• At least 3 years of relevant experience in Incident/Problem/Change Management or IT Operations.
• Solid understanding of ITIL Incident, Problem, and Change Management processes.
• Strong experience in managing high-priority incidents and coordinating resolution across multiple technical teams.
• Knowledge of Change Management principles, methodologies, and tools.
• Experience using IT service management or ticketing systems.
• Knowledge of HDA ticketing tools is an advantage.
• Strong verbal and written communication skills, with the ability to translate technical information into clear business updates.
• Experience working with clients, vendors, and various IT and business stakeholders.
• Ability to manage multiple high-priority activities in a fast-paced and highly technical environment.
• Strong leadership, analytical, problem-solving, coordination, and organizational skills.
• High-level understanding of various IT platforms and infrastructure environments.
• Ability to develop, monitor, and report on SLAs and KPIs.
• Willingness to work on rotating shifts and participate in on-call arrangements, with flexibility to accommodate changing schedules.

Responsabilités

• Coordinate and oversee the end-to-end incident management process, ensuring timely resolution in accordance with SLAs.
• Act as the primary coordinator for critical and high-priority incidents affecting business operations.
• Ensure IT teams follow established SOPs and incident management processes.
• Maintain clear and timely communication with IT teams, business stakeholders, vendors, and global IT management throughout the incident lifecycle.
• Facilitate critical incident debriefings and prepare detailed post-incident reports, including Root Cause Analysis (RCA).
• Identify recurring incidents and underlying problems, recommending improvements to prevent future occurrences.
• Prepare daily, weekly, and monthly incident reports, shift turnover reports, and operational summaries.
• Ensure proper incident documentation, reporting, and shift handovers to maintain operational continuity.
• Oversee compliance with Change Management policies, procedures, and process standards.
• Review change requests to ensure completeness and compliance before CAB submission.
• Facilitate CAB meetings and ensure changes undergo appropriate review and approval before implementation.
• Monitor the progress and status of infrastructure changes, ensuring proper coordination among teams.
• Ensure changes are categorized, assessed for risks and business impact, and properly documented.
• Facilitate approval for Emergency and Urgent Changes when necessary.
• Monitor and audit the Change Management lifecycle and provide updates to management.
• Communicate upcoming infrastructure changes that may impact platforms and services.
• Prepare weekly and monthly Change Management reports.
• Provide guidance and educate team members on Change Management policies.
• Handle ad hoc activities related to Incident, Problem, and Change Management.
• Identify opportunities to improve IT service delivery, operational efficiency, and process compliance.

Connaissances

ITIL knowledge

Leadership

Analytical

Coordination

Communication skills

High-priority incidents experience

Incident/Problem/Change Management

Multi-task management

Formation

Bachelor's Degree in Information Technology, Computer Science, Engineering, Management, or related field

Outils

IT service management tools

HDA ticketing tools

Ticketing systems

Description du poste

GECO Philippines, part of the GECO Asia Group, is hiring an experienced Incident Manager to oversee IT Incident, Problem, and Change Management within the Infrastructure Shared Services team. The role coordinates critical incidents, CAB meetings, and ongoing service improvements across IT operations.

The position requires ITIL knowledge, strong communication, and the ability to manage high-priority incidents across multiple technical teams.