Incident Management Associate

Maxicare; Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Maxicare is seeking an IT Service Management/ Governance professional to assist in incident management and logging, ensuring timely resolution and SLA compliance. Fresh graduates or those with up to 1 year in ITSM will contribute to handling incidents with tools like ServiceNow and IT ticketing systems.

A Bachelor’s degree in IT/engineering is required, with strong analytical and collaboration skills. The role emphasizes logging, reporting, and continual process improvement within the incident

Qualifications

• Bachelor's degree required or equivalent
• Fresh graduate or 1 year ITSM experience
• Knowledge of ITIL and COBIT is a plus
• Experience with ServiceNow, ManageEngine ServiceDeskPlus or similar ticketing systems is a plus
• Proficiency with Pivot Tables or PowerBI
• Strong analytical, problem-solving and time management skills
• Ability to collaborate with team members and handle high data volume in fast-paced environment

Responsibilities

• Assist in overseeing the incident management process and team members involved in resolving incidents
• Respond to reported service incidents, identify causes, and initiate incident management
• Prioritize incidents by urgency and business impact
• Produce incident protocol documents including cybersecurity and server issue resolutions
• Collaborate with the incident management team to follow protocols
• Log incidents and resolutions to identify recurring issues
• Adjust incident management processes to improve effectiveness
• Keep stakeholders informed about incident status, timelines and impacts
• Ensure incident resolution meets SLA and escalate as needed
• Conduct post-incident reviews and report on trends and performance
• Follow Management System policies and drive process improvements

Skills

Team collaboration

Data analysis

Time management

Education

Bachelor's degree in information technology, engineering, or a related field

Tools

ServiceNow

ManageEngine ServiceDeskPlus

IT ticketing systems

Pivot Tables/PowerBI

Job description

0 - 3 Years

Rank & File

Job Description

Position Accountability Statement: To help with the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.

Broad Responsibility Highlights:

Assist in overseeing the incident management process and team members involved in resolving the incident.

Responding to a reported service incident, identifying the cause, and initiating the incident management process.

Prioritizing incidents according to their urgency and influence on the business.

Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.

Collaborating with the incident management team to ensure that all protocols are diligently followed.

Logging all incidents and their resolution to see if there are recurring malfunctions.

Adjusting the incident management process as required to ensure its effectiveness.

Keep users, management, and key stakeholders regularly informed about the status of the incidents, resolution timelines, and any service impacts.

Communicating with upper management if major issues are found in the IT system.

Ensures that incident resolution complies with agreed SLAs, and taking action if incidents are not resolved in a timely manner.

Regularly conduct post-incident reviews to analyze the causes of incidents and producing reports on incident trends and performance.

Standard Responsibility Statements

• Strives to embody, commits to support and deliver the Management System policy, objectives and initiatives of the organization;
• Communicates, engages, directs and supports people to contribute to the Management System effectiveness;
• Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;
• Abides by the Management System policies and procedures for the effective management and control of its processes; and
• Promotes and utilizes the Process Approach and Risk-based Thinking at work.
• Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

Professional Qualification:

Bachelor's degree in information technology, engineering, or a related field.

Fresh graduate or at least 1 year experience working in IT service management, or a similar role.

Strong knowledge of IT service management software including ITIL and COBIT is a plus

Experience working with IT systems and software such as ServiceNow, ManagedEngine ServiceDeskPlus, and other IT ticketing systems is a plus

Solid knowledge on Pivot Tables or PowerBI

Ability to collaborate with team members.

Ability to analyze a high volume of technical data and work in a fast-paced environment.

Strong problem solving, analytical, and time management skills.

Job Snapshot

Updated Date

11-04-2026

Job ID

Job_694

Section/Unit

IT Service Management and Governance