Incident Command Lead — ITIL & Major Incidents

NCR Voyix; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

NCR Voyix is seeking an experienced Incident Manager to own the end-to-end lifecycle of incidents for Retail customers, operating within an ITIL-aligned framework. You will coordinate across multiple technical tiers, engineering, and vendors to ensure rapid resolution and maintain customer trust.

You will lead major incidents, manage communications to executives, and drive continual service improvement while supporting 24x7 operations from our Cebu centre.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, or related field.
• ITIL Foundation certification (or active pursuit) with strong process knowledge.
• 3+ years' experience in incident management, service desk leadership, or 24x7 support.
• Proven ability to coordinate major incidents and lead cross-functional bridges under pressure.
• Advanced English communication skills, including executive-level briefing.

Responsibilities

• Own end-to-end incident lifecycle from detection to closure within ITIL framework.
• Coordinate across Level 1–3, Engineering, and vendors to drive timely resolutions.
• Maintain accurate incident records and provide real-time status updates to stakeholders.
• Lead major incidents, chair bridges/war rooms, and drive post-incident reviews and RCA.

Skills

Incident management

Leadership

Stakeholder management

ITIL

English communication

Cross-functional collaboration

Pressure handling

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Excel

Power BI

Tableau

Genesys

Job description

NCR Voyix is seeking an experienced Incident Manager to own the end-to-end lifecycle of incidents for Retail customers, operating within an ITIL-aligned framework. You will coordinate across multiple technical tiers, engineering, and vendors to ensure rapid resolution and maintain customer trust.

You will lead major incidents, manage communications to executives, and drive continual service improvement while supporting 24x7 operations from our Cebu centre.