Incident Command & Response Lead

Globe Group; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Globe is seeking an Incident Management Expert in the Philippines to lead the Incident Management Team, drive timely resolution of incidents, and minimize impact. The role requires ITIL expertise, strong leadership, and the ability to guide cross-functional teams in high-pressure situations.

The candidate should have a background in IT, data centers, or telecommunications and be capable of on-call support as needed.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience as an Incident Management Specialist or similar role in tech, data center, or telecom.
• Strong understanding of ITIL processes, especially incident and problem management.
• Excellent organizational and multitasking skills under pressure.
• Strong written and verbal communication, able to simplify complex issues for non-tech stakeholders.
• Experience with incident management tools/platforms, such as ServiceNow.
• Ability to lead and motivate cross-functional teams in high-stress situations.
• Strong analytical and problem-solving skills.
• Ability to work in a 24/7 on-call environment if required.

Responsibilities

• Lead the Incident Management Team in identification, assessment, and resolution of incidents
• Ensure incidents are properly documented and tracked
• Provide regular updates to stakeholders on incident status
• Implement incident management procedures
• Conduct post-incident reviews to identify improvements
• Provide training and guidance to Incident Management Team members
• Liaise with Problem and Change Management to ensure effective resolutions
• Report on Incident Management Team performance to senior management

Skills

Incident management

ITIL processes

Team leadership

Stakeholder communication

ServiceNow

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

Globe is seeking an Incident Management Expert in the Philippines to lead the Incident Management Team, drive timely resolution of incidents, and minimize impact. The role requires ITIL expertise, strong leadership, and the ability to guide cross-functional teams in high-pressure situations.

The candidate should have a background in IT, data centers, or telecommunications and be capable of on-call support as needed.