Incident Manager

GECO Asia Pte. Ltd; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Competitive pay

Career growth opportunities

Collaborative team

Job summary

GECO Philippines is seeking an Incident Manager to lead Incident, Problem, and Change Management. The role requires a Bachelor’s degree in IT or CS and 3+ years in ITSM with strong ITIL knowledge. You will coordinate incidents, manage changes, and engage stakeholders in a dynamic, global support environment.

Join a collaborative team and contribute to process-driven improvements while ensuring service reliability and timely incident resolution.

Qualifications

• Bachelor’s degree in IT, CS, or related field.
• 3+ years ITSM experience focusing on Incident, Problem, and Change Management.
• Strong ITIL knowledge; certification is a plus.
• Excellent communication and stakeholder engagement skills.
• Experience with ITSM tools such as ServiceNow or BMC Remedy.

Responsibilities

• Lead end-to-end handling of IT incidents with timely resolution within SLAs.
• Ensure SOP adherence for restoring IT services.
• Act as main coordinator during critical incidents affecting operations.
• Communicate with IT and business stakeholders during and after incidents.
• Document incidents, provide turnover reports, and conduct post-incident reviews.
• Identify problems, analyze root causes, and implement service improvements.
• Oversee Change Management process and standards; validate records before CAB.

Skills

Incident management

Problem management

Change management

Stakeholder communication

Time management

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

BMC Remedy

Job description

About Us:

GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.

Position: Incident Manager

We're looking for a Incident Manager to lead Incident, Problem, and Change Management.

Job Requirements & Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 3+ years of experience in IT Service Management, focusing on Incident, Problem, and Change Management.

• Strong knowledge of ITIL framework (certification is a plus).

• Excellent communication and stakeholder engagement skills.

• Experience with ITSM tools such as ServiceNow or BMC Remedy.

• Strong problem-solving, organizational, and time management skills.

• Ability to work in a dynamic, global support environment.

Job Roles & Responsibilities:

• Incident & Problem Management:

  • Lead the end-to-end handling of IT incidents, ensuring timely resolution within SLAs.

  • Ensure adherence to SOPs for restoring IT services.

  • Act as the main coordinator during critical incidents affecting business operations.

  • Communicate effectively with IT and business stakeholders during and after incidents.

  • Document incidents, provide shift turnover and recap reports, and conduct post-incident reviews.

  • Identify problems, analyze root causes, and suggest and implement service improvements.

• Change Management:

  • Oversee adherence to the Change Management process and standards.

  • Validate change records before CAB submission and facilitate CAB meetings.

  • Monitor change progress, assess risks, and ensure proper documentation.

  • Manage emergency and urgent change approvals when necessary.

  • Provide weekly and monthly change reports to leadership.

  • Educate the team on change process best practices.

Why Join Us?

• Enjoy competitive pay and benefits with clear career growth opportunities.

• Be part of a collaborative and dynamic team that values your contributions.

• Work in a supportive, process-driven environment that encourages innovation and professional development.