Incident Management Expert (ST Telemedia Global Delivery Centre)

Globe Telecom, Inc.; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Globe Telecom, Inc. is seeking an Incident Management Expert to lead the Incident Management Team and drive timely resolution of incidents. The role emphasizes ITIL-aligned processes, proactive problem identification, and clear communication with stakeholders.

You will document incidents, coordinate with Problem and Change Management, and guide the team in post-incident reviews. The position requires strong leadership, analytical thinking, and the ability to operate in a fast-paced, high-stress

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Proven experience as an Incident Management Specialist or similar role in technology, data center, or telecommunications.
• Strong understanding of ITIL processes, particularly incident and problem management.
• Excellent organizational and multitasking skills, with the ability to manage multiple priorities under pressure.
• Strong communication skills, both written and verbal, with an ability to simplify complex technical issues for non-technical stakeholders.
• Experience with incident management tools and platforms, such as ServiceNow.
• Ability to lead and motivate cross-functional teams during high-stress situations.

Responsibilities

• Lead the Incident Management Team in the identification, assessment, and resolution of incidents.
• Ensure that all incidents are properly documented and tracked.
• Provide regular updates to stakeholders on the status of incidents.
• Implement incident management procedures.
• Conduct post-incident reviews to identify areas for improvement.
• Provide training and guidance to Incident Management Team members.
• Liaise with other teams, such as Problem Management and Change Management, to ensure that incidents are resolved effectively.
• Report on Incident Management Team performance to senior management.

Skills

Crisis management

Incident management

Leadership

ServiceNow

Communication

Analytical thinking

Education

Bachelor’s degree in IT or Computer Science or related field

Tools

ServiceNow

Job description

## Incident Management Expert (ST Telemedia Global Delivery Centre)Applylocations: Makati Chino Rocestime type: Full timeposted on: Posted Todayjob requisition id: R0000021264At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.## **Job Description**The Incident Management Expert is responsible for the overall management and leadership of the Incident Management Team. They are accountable for ensuring that all incidents are handled in a timely and efficient manner, and that the impact of incidents is minimized.**DUTIES AND RESPONSIBILITIES:*** Lead the Incident Management Team in the identification, assessment, and resolution of incidents* Ensure that all incidents are properly documented and tracked* Provide regular updates to stakeholders on the status of incidents* Implement incident management procedures* Conduct post-incident reviews to identify areas for improvement* Provide training and guidance to Incident Management Team members* Liaise with other teams, such as Problem Management and Change Management, to ensure that incidents are resolved effectively* Report on Incident Management Team performance to senior management****Qualifications:***** Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).* Proven experience as an Incident Management Specialist or a similar role in a technology, data center, or telecommunications environment.* Strong understanding of ITIL processes, particularly in incident and problem management.* Excellent organizational and multitasking skills, with the ability to manage multiple priorities under pressure.* Strong communication skills, both written and verbal, with an ability to simplify complex technical issues for non-technical stakeholders.* Experience with incident management tools and platforms, such as ServiceNow.* Ability to lead and motivate cross-functional teams during high-stress situations.* Strong analytical and problem-solving skills.* Ability to work in a 24/7 on-call environment if required.****Preferred Qualifications:***** ITIL v3 or v4 certification.* Experience in data center or cloud services industries.* Experience in managing large-scale incidents and driving process improvements.* Experience working in a highly regulated industry such as finance, healthcare, or telecommunications.* Familiarity with ISO 27001, SOC 2, and other relevant industry standards.****Key Skills:***** Crisis management and decision-making.* Proficiency in incident management software.* Strong leadership and collaboration abilities.* Proactive and preventive incident management mindset.* High level of attention to detail and organizational skills.**Equal Opportunity Employer** Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed hereMake Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.