Incident Management Expert (ST Telemedia Global Delivery Centre)

Globe Telecom; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Globe Telecom is seeking an Incident Management Expert to lead its Incident Management Team in technology environments. You will oversee identification, assessment, and rapid resolution of incidents, ensuring thorough documentation and proactive stakeholder updates.

The role emphasizes ITIL-aligned processes, cross-functional collaboration, and guidance to team members for continual improvement, with on-call readiness as needed.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience in Incident Management in tech environments.
• Strong ITIL knowledge especially incident and problem management.
• Excellent organization and multitasking under pressure.
• Clear written and verbal communication for non-technical stakeholders.
• Experience with incident management tools such as ServiceNow.
• Ability to lead cross-functional teams in high-stress situations.
• Strong analytical and problem-solving skills.
• On-call availability in 24/7 environments if required.

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 software

Leadership

Collaboration

Attention to detail

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

At 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 here

Make 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.