Incident Management Unit Head

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

As an Incident Management Unit Head, you will lead the organization’s incident management function, ensuring the timely and effective resolution of IT incidents while minimizing business impact. You are an experienced IT service management professional with strong leadership skills, a customer-focused mindset, and the ability to coordinate cross-functional teams during critical situations.

In this role, you will oversee major incident response activities, guide Incident Management Specialists, and drive continuous improvements to service delivery processes, performance, and stakeholder communication.

What You Will Be Doing

• 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.

What Success Looks Like

• Major incidents are resolved efficiently with minimal business disruption.
• Incident response and resolution targets are consistently achieved.
• Stakeholders receive clear, timely, and effective communication during incidents.
• Incident trends are proactively analyzed, leading to measurable service improvements.
• The Incident Management team demonstrates strong performance, accountability, and collaboration.
• ITSM processes continue to mature through ongoing improvements and best practice adoption.

Qualifications We Value

• 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.

Why Join Us

• Take on a leadership role that directly contributes to operational stability and business continuity.
• Work with diverse technology teams and key stakeholders across the organization.
• Drive meaningful improvements in IT service delivery and customer experience.
• Expand your expertise in ITSM, incident management, and service operations leadership.
• Be part of a culture that values collaboration, continuous improvement, and professional growth.