Incident Management Lead

iSupport Worldwide; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

iSupport Worldwide is seeking a Team Lead, Incident Manager in Metro Manila to lead end-to-end incident handling, coordinate cross-functional technical teams, and ensure timely restoration of IT services. The role emphasizes triage, escalation, and clear communication with stakeholders.

The ideal candidate has 1–3 years in incident management or IT operations, strong English communication, and experience with process improvements and RCA.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent work experience).
• 1–3 years of experience in incident management, IT operations, or cybersecurity, with a focus on leading or coordinating incident response efforts.
• Fluent in written and spoken English, able to explain technical details to non-technical audiences.
• Working knowledge of incident and major incident management processes.
• Ability to communicate incident status, business impact, and resolution updates to stakeholders.
• Demonstrated ability to coordinate activities across multiple technical teams during service disruptions.
• Sound judgment and ability to prioritize actions in a fast-paced environment.
• Strong troubleshooting, problem-solving, and risk assessment skills.
• Knowledge of continuous service improvement practices, including incident reviews and trend analysis.
• Proficiency with Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Visio.
• Ability to create and maintain process documentation, procedures, workflows, and operational playbooks.
• Knowledge of project planning and tracking tools like Microsoft Project and Gantt charts.
• Ability to prepare reports, presentations, and dashboards for stakeholders.

Responsibilities

• Lead the end-to-end management of major and high-priority IT incidents.
• Coordinate technical teams to restore services as quickly as possible.
• Facilitate incident triage, prioritization, escalation, and resolution.
• Provide timely and accurate communications to business stakeholders and leadership.
• Ensure compliance with Incident Management processes and SLAs.
• Conduct post-incident reviews and coordinate root cause analysis (RCA).
• Identify trends and opportunities for process improvement.
• Produce incident reports, dashboards, and metrics for leadership.
• Collaborate with Problem, Change, Infrastructure, Security, and Service Desk teams to improve service stability.
• Perform other duties as assigned.
• Comply with all policies and standards.

Skills

Incident management

IT operations

Cybersecurity

Cross-functional coordination

English communication

Technical status reporting

Risk assessment

Process improvement

Documentation

Project planning tools

Education

Bachelor's degree in IT / CS / Cybersecurity or related field

Tools

MS Office (Excel, PowerPoint, Word, Outlook, Visio)

MS Project

Gantt charts

Job description

What's the Short Version?

The Team Lead, Incident Manager is responsible for leading the end-to-end Incident Management process to ensure the timely restoration of IT services while minimizing business impact. This role coordinates cross-functional technical teams during major and high-priority incidents, driving effective triage, escalation, communication, and resolution efforts. The role serves as the primary liaison between technical teams, business stakeholders, and leadership, ensuring clear communication throughout the incident lifecycle.

What Will You Be Doing?

• Lead the end-to-end management of major and high-priority IT incidents.
• Coordinate technical teams to restore services as quickly as possible.
• Facilitate incident triage, prioritization, escalation, and resolution.
• Provide timely and accurate communications to business stakeholders and leadership.
• Ensure compliance with Incident Management processes and SLAs.
• Conduct post-incident reviews and coordinate root cause analysis (RCA).
• Identify trends, recurring issues, and opportunities for process improvement.
• Produce incident reports, dashboards, and operational metrics for leadership.
• Collaborate with Problem, Change, Infrastructure, Security, and Service Desk teams to improve service stability.
• Perform other duties as assigned.
• Comply with all policies and standards.

Requirements

What Are We Looking For?

• Bachelor's Degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent work experience).
• 1-3 years of experience in incident management, IT operations or cybersecurity, with a focus on leading or coordinating incident response efforts.
• Fluent in written and spoken English, including ability to communicate technical details to non-technical people.
• Working knowledge of incident and major incident management processes
• Ability to communicate incident status, business impact, and resolution updates to stakeholders
• Demonstrated ability to coordinate activities across multiple technical teams during service disruptions
• Sound judgment and the ability to prioritize actions in a fast-paced operational environment
• Strong troubleshooting, problem-solving, and risk assessment skills
• Knowledge of continuous service improvement practices, including incident reviews and trend analysis
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, Outlook, and Visio
• Ability to create and maintain process documentation, procedures, workflows, and operational playbooks
• Working knowledge of project planning and tracking tools, including Microsoft Project and Gantt charts
• Ability to prepare reports, presentations, and dashboards for stakeholders