Incident Management Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Above-industry salary package

HMO & life insurance from day 1

Free learning and development courses

Dynamic company events

Promotion opportunities

Free meals and snacks

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an Incident Management Lead to mentor and lead a team of IT support analysts in delivering world-class technical assistance and proactive system monitoring.

You will drive incident response, real-time monitoring, root cause analysis and cross‑functional collaboration to reduce downtime and improve service quality.

Qualifications

• 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.

Responsibilities

• Lead and coach a high-performing IT analytics team.
• Oversee IT support operations and escalation processes.
• Monitor real-time systems and respond to incidents promptly.
• Coordinate incident responses through the Incident Response Team.
• Collaborate on root cause analysis with cross-functional teams.
• Maintain incident documentation and drive process improvements.
• Escalate high-impact incidents to leadership when needed.
• Ensure adherence to IT policies and standards.

Skills

Leadership

Incident management

IT operations

Communication

Problem-solving

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
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks