Incident Management Lead | ITIL & Crisis Response

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

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