Incident Management Lead

iSupport Worldwide; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Above-industry salary package

HMO benefits and life insurance

Free learning and development courses

Job summary

iSupport Worldwide in the Philippines is seeking an Incident Management Lead to mentor a team of IT support analysts and drive proactive system monitoring and rapid incident response.

You will oversee queue management, escalation, root cause analysis, and maintain incident documentation, aiming for operational excellence and customer-first service across partner brands.

Qualifications

• 2–3 years of experience in IT operations, incident management, or cybersecurity.
• 1+ year of leadership experience supervising direct reports.
• Excellent communication and interpersonal skills.
• Strong organizational, analytical, and problem-solving abilities.
• Passion for customer service and operational excellence.

Responsibilities

• Lead and coach a high-performing IT analysts team for growth and accountability.
• Manage IT support operations from queue management to ticket resolution and escalation.
• Oversee real-time monitoring tools and timely incident response.
• Champion a customer-first culture through proactive communication and problem-solving.
• Head the Incident Response Team to coordinate outages and critical issues.
• Collaborate with infra, application, and business teams for root cause analysis.
• Act as escalation point for unresolved or high-impact incidents.
• Maintain thorough incident documentation for continuous improvement.
• Monitor KPIs and drive process improvements.

Skills

Leadership

Incident management

Communication

Analytical thinking

Customer service

IT operations

Job description

Be a part of our fast-growing team and unchain all the possibilities!

What is your mission?

We are looking for a dynamic Incident Management Lead to mentor and lead a team of IT support analysts in delivering world-class technical assistance and proactive system monitoring. This role is key to reducing downtime, ensuring rapid incident response, and driving operational excellence across all IT support functions.

You will provide the best service to our partner brands by performing these tasks:

• Lead and coach a high-performing team of IT analysts to ensure continuous growth and accountability.
• Manage IT support operations, from queue management to ticket resolution and escalation.
• Oversee real-time monitoring tools and alerts, ensuring timely response to incidents.
• Champion a customer-first culture through proactive communication and problem-solving.
• Head the Incident Response Team (IRT) to swiftly coordinate responses to outages and critical issues.
• Collaborate with infrastructure, application, and business teams for root cause analysis and resolution.
• Act as the key escalation point for unresolved or high-impact incidents, keeping leadership informed.
• Maintain thorough documentation of incidents for continuous improvement.
• Monitor team KPIs and performance metrics to identify trends and drive process improvement.
• Promote knowledge sharing through documentation and internal resources.
• Ensure compliance with all IT standards, policies, and best practices.

Who are we looking for?

• At least 2 to 3 years of experience in IT Operations, incident management, or cybersecurity.
• At least 1 year of leadership experience managing direct reports.
• Exceptional communication and interpersonal skills.
• Strong organizational, analytical, and problem-solving abilities.
• Passion for customer service and operational excellence.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth