Incident Management

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Vertere Global Solutions, Inc. is seeking an Incident Management professional to coordinate major incidents, support problem management, and ensure ITIL-aligned Change Management.

You will communicate with technical teams, business stakeholders, clients, and vendors to restore services within SLAs and minimize impact, including on-call rotations and CAB participation.

The role requires strong documentation, reporting, and post-incident reviews to drive continual service improvement.

Qualifications

• Bachelor’s degree in IT, CS, engineering, or related field.
• At least three years in Incident Management, Problem Management, Change Management, or IT Operations.
• Practical knowledge of ITIL Incident, Problem, and Change Management practices.
• Experience coordinating critical or high-priority incidents in a fast-paced technical environment.
• Experience facilitating CAB meetings and reviewing change requests is preferred.
• Familiarity with IT infrastructure, applications, networks, cloud platforms, or other enterprise technology environments.
• Experience using ITSM/ticketing platforms such as ServiceNow, Jira Service Management, BMC Helix, ManageEngine ServiceDesk Plus, or HDA is preferred.
• ITIL Foundation certification is an advantage.
• Willing to work on rotating shifts, including on-call coverage.

Responsibilities

• Coordinate incidents from identification through resolution, ensuring timely service restoration.
• Serve as the primary coordinator for critical or high-priority incidents affecting business operations.
• Ensure that technical teams follow documented SOPs and meet defined SLAs.
• Communicate incident status, business impact, recovery progress, and next steps to key IT and business stakeholders.
• Coordinate with technical support, infrastructure, application, vendor, and client teams during critical incidents.
• Ensure that incidents are properly documented in the ticketing system and incident reports.
• Conduct critical incident debriefs and facilitate post-incident reviews.
• Prepare post-incident and Root Cause Analysis reports.
• Identify recurring incidents and recommend solutions or service improvements.
• Provide complete shift turnover and recap reports to ensure continuity between shifts.
• Prepare daily, weekly, and monthly incident and problem management reports.
• Escalate unresolved or high-impact issues to the appropriate teams and management.

Skills

Incident coordination

Stakeholder management

ITIL processes

CAB facilitation

SLA/KPI knowledge

Incident reporting

On-call support

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

ManageEngine ServiceDesk Plus

HDA

Job description

Incident Management

Responsible for coordinating major incidents, supporting problem management, and ensuring that infrastructure changes follow established ITIL processes. The role facilitates communication among technical teams, business stakeholders, clients, and vendors to restore services within agreed SLAs and minimize operational impact.

The position requires participation in rotating shifts and on-call support, including critical incident coordination, shift turnover, reporting, and Change Advisory Board activities.

Key Responsibilities

Incident and Problem Management

• Coordinate incidents from identification through resolution, ensuring timely service restoration.

• Serve as the primary coordinator for critical or high-priority incidents affecting business operations.

• Ensure that technical teams follow documented SOPs and meet defined SLAs.

• Communicate incident status, business impact, recovery progress, and next steps to key IT and business stakeholders.

• Coordinate with technical support, infrastructure, application, vendor, and client teams during critical incidents.

• Ensure that incidents are properly documented in the ticketing system and incident reports.

• Conduct critical incident debriefs and facilitate post-incident reviews.

• Prepare post-incident and Root Cause Analysis reports.

• Identify recurring incidents and recommend solutions or service improvements.

• Provide complete shift turnover and recap reports to ensure continuity between shifts.

• Prepare daily, weekly, and monthly incident and problem management reports.

• Escalate unresolved or high-impact issues to the appropriate teams and management.

Change Management

• Ensure that change requests comply with established Change Management policies, standards, and documentation requirements.

• Review change records for completeness before presentation to the Change Advisory Board, or CAB.

• Facilitate CAB meetings and ensure that changes receive the required approvals before implementation.

• Assess whether infrastructure changes are properly categorized and evaluated for risk and business impact.

• Monitor approved changes from planning through implementation and closure.

• Facilitate the review and approval of emergency and urgent changes.

• Communicate the change pipeline, status, risks, dependencies, and issues to affected teams and stakeholders.

• Audit change records and support continuous improvement of the Change Management process.

• Prepare weekly and monthly Change Management reports.

• Educate and guide technical teams on Change Management policies and procedures.

Reporting and Service Management

• Track and report SLA and KPI performance.

• Maintain accurate incident, problem, and change records.

• Produce operational reports for management and relevant Centers of Excellence.

• Support quality-management and service-improvement initiatives.

• Perform other IT service management tasks as required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Management, or a related field.

• At least three years of experience in Incident Management, Problem Management, Change Management, or IT Operations.

• Practical knowledge of ITIL Incident, Problem, and Change Management practices.

• Experience coordinating critical or high-priority incidents in a fast-paced technical environment.

• Experience facilitating CAB meetings and reviewing change requests is preferred.

• Familiarity with IT infrastructure, applications, networks, cloud platforms, or other enterprise technology environments.

• Experience using an ITSM or ticketing platform such as ServiceNow, Jira Service Management, BMC Helix, ManageEngine ServiceDesk Plus, or HDA is preferred.

• Experience developing or monitoring SLAs and KPIs.

• ITIL Foundation certification is an advantage.

• Willing to work on rotating shifts, including on-call coverage, without schedule restrictions.

Required Skills

• Strong incident coordination and stakeholder-management skills

• Excellent written and verbal communication

• Ability to translate technical issues into clear business language

• Strong analytical, problem-solving, and decision-making skills

• High attention to detail and documentation accuracy

• Leadership and coordination skills during critical incidents

• Ability to manage multiple high-priority activities simultaneously

• Strong understanding of escalation procedures

• Experience communicating with clients, vendors, technical teams, and senior management

• Ability to respond professionally to inquiries, complaints, and operational concerns