Incident Manager

Maxicare; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Maxicare is seeking a Manager to lead the incident management process and team, ensuring swift resolution of IT incidents across systems. You will prioritize issues, document protocols, and drive improvements with cross-functional collaboration.

The role requires five-plus years in IT service management, strong ITIL/COBIT knowledge, and hands-on experience with ServiceNow and ticketing tools. Excellent leadership and communication are essential for success.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field.
• At least five years' experience in IT service management or a similar role.
• Strong knowledge of ITIL and COBIT.
• Experience with IT systems and ticketing tools like ServiceNow.
• Proficient in programming languages such as SQL, Java, C++, and Scala.
• Excellent managerial, collaboration, and time-management skills.

Responsibilities

• Lead the incident management process and oversee the resolution team.
• Respond to reported service incidents, identify causes, initiate processes.
• Prioritize incidents by urgency and business impact.
• Document incident protocols for cybersecurity threats and server failures.
• Collaborate with the incident team to ensure protocol compliance.
• Log all incidents and resolutions to detect recurring issues.
• Lead Post-Incident Reviews and RCA using structured methods.
• Communicate major issues to upper management.
• Re-allocate workloads and re-schedule team members as needed.
• Drive continuous improvements to incident management processes.

Skills

Incident management

ITSM

ITIL/COBIT

Team leadership

Data analysis

Communication

Education

Bachelor's degree in information technology, engineering, or related field

Tools

ServiceNow

Managed ServiceDesk

SQL

Java

Scala

Job description

5 - 10 Years

Manager

Job Description

Position Accountability Statement: It is to lead the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.

Broad Responsibility Highlights

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling.
• Lead Post-Incident Reviews and RCA with Resolver Teams, applying structured methodologies such as 5 Whys to establish root cause, drive corrective and preventive actions, and ensure permanent solutions are identified and implemented to prevent.

Professional Qualification

• Bachelor's degree in information technology, engineering, or a related field.
• At least five year's experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as ServiceNow, Managed ServiceDesk, and other IT ticketing systems.
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

Job Snapshot