Incident Manager

Union Bank of the Philippines; Manila; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Union Bank of the Philippines is seeking an Incident Manager to provide dedicated oversight of incident management processes, ensuring rapid restoration of critical services and strengthening operational resilience.

You will coordinate major incidents, governance activities, and continuous service improvement to minimize business disruption.

Qualifications

• Experience in IT service management with focus on Incident Management.
• Familiarity with other ITSM processes that interact with Incident Management.
• Experience using ITSM tools such as BMC Remedy or ServiceNow.
• Banking/financial systems experience is a plus.

Responsibilities

• Provides regular updates to stakeholders and management on major incidents.
• Regularly reports Incident Insights and Statistics (Weekly and Monthly).
• Issues formal Incident Reports to stakeholders and owners.
• Leads RCA identification and coordinates resolution of problems.
• Manages incident reviews to analyze and prevent recurrence.

Skills

Incident Management

ITIL Knowledge

SLA Governance

Stakeholder Management

Crisis Leadership

Analytical Thinking

Reporting Skills

Tools

BMC Remedy

ServiceNow

Job description

3 - 5 Years

Employee

Job Description

About the Role:

The Incident Manager provides dedicated oversight of Incident Management processes, ensure rapid restoration of critical services, improve SLA performance, reduce recurring incidents, and strengthen operational resilience. The role serves as the central coordinator for major incidents, stakeholder communications, governance activities, and continuous service improvement, thereby minimizing business disruption and customer impact.

What You'll Do:

• Provides regular updates to stakeholders and management on major incidents
• Regular reporting of Incidents Insights and Statistics (Weekly and Monthly) to the team and Mancom
• Issues formal Incident Report to stakeholders, service/system owners, business/ operations and system users
• Leads identification of “RCA” affecting service levels and coordinates resolution of the identified problem
• Manages the incident reviews to analyze incidents, identify and review action items to prevent.

What We're Looking For:

• Experience IT service management, primarily on Incident Management
• Experience and familiarity on the other IT Service Management Processes that interacts with Incident Management: Problem Management, Service Level Management, Change and Release Management, Service Transition
• Experienced in using any IT Service Management Tool (BMC Remedy, ServiceNow, etc.)
• Advantage with those that have experience in handling systems that are related to banking or financial institutions.
• Strong knowledge of Incident Management, ITIL, SLA governance, RCA, and IT Operations; excellent stakeholder management, communication, crisis leadership, analytical, decision-making, problem-solving, and reporting skills; ability to coordinate cross-functional teams and manage high-severity incidents in a fast-paced environment.

Job Snapshot

Updated Date

01-Oct-2026

Job ID

JOB_1016

Department

Service Continuity Management

Location