Incident Management Lead – ITSM & Response

Chinabank PH; Makati; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Chinabank PH is seeking an Incident Management Unit Head to lead the organization’s incident management function, ensuring timely resolution of IT incidents with minimal business impact. You will guide Incident Management Specialists and drive improvements to service delivery, performance, and stakeholder communication.

The role requires leadership, a customer-focused mindset, and strong ITSM/ITIL knowledge to coordinate cross-functional teams during critical situations and to oversee major

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Proven experience in Incident Management, IT Service Management, or Service Desk Operations.
• Strong knowledge of ITSM and ITIL v3/v4 frameworks.
• Solid understanding of Incident, Problem, Service Level, and Availability Management.
• Experience leading major incident response and coordinating cross-functional teams.
• Strong analytical, critical-thinking, and problem-solving skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Experience with ServiceNow or similar ITSM platforms is an advantage.
• Demonstrated experience in process improvement and cross-team collaboration.

Responsibilities

• Lead and continuously improve incident management processes, procedures, and governance practices.
• Coordinate the response and resolution of major and critical incidents to minimize service disruption.
• Supervise, mentor, and support Incident Management Specialists to ensure effective incident handling.
• Provide timely and accurate updates to stakeholders throughout the incident lifecycle.
• Prepare incident reports, post-incident reviews, and management summaries.
• Monitor incident trends, service metrics, and operational performance indicators.
• Identify and implement process, tool, and capability improvements across the incident management function.
• Collaborate with the Service Desk and other IT teams to enhance ticket management, escalation processes, and knowledge sharing.
• Support the management and optimization of IT Service Management (ITSM) tools and platforms.

Skills

Incident management

ITSM

ITIL v3/v4

Leadership

Stakeholder management

Communication

Process improvement

Cross-functional collaboration

ServiceNow

Analytics

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Job description

Chinabank PH is seeking an Incident Management Unit Head to lead the organization’s incident management function, ensuring timely resolution of IT incidents with minimal business impact. You will guide Incident Management Specialists and drive improvements to service delivery, performance, and stakeholder communication.

The role requires leadership, a customer-focused mindset, and strong ITSM/ITIL knowledge to coordinate cross-functional teams during critical situations and to oversee major