Incident Manager

GECO Asia Pte Ltd; Muntinlupa; Sur place; PHP 900 000 - 1 200 000; Plein temps

Résumé du poste

GECO Philippines, part of the GECO Asia Group, seeks an Incident Manager to lead Incident, Problem, and Change Management for global teams. You will ensure rapid incident resolution, adherence to SOPs, and effective communication with IT and business stakeholders.

Ideal candidates have ITIL experience, a IT/CS degree, 3+ years in ITSM, and hands-on familiarity with ServiceNow or BMC Remedy. You will drive continuous improvements in a dynamic support environment.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 3+ years in IT Service Management focusing on Incident/Problem/Change Management.
• ITIL knowledge; certification is a plus.
• Excellent communication and stakeholder engagement.
• Experience with ITSM tools such as ServiceNow or BMC Remedy.
• Strong problem-solving, organizational, and time management.
• Ability to work in a dynamic, global support environment.

Responsabilités

• Incident & Problem Management: Lead 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.

Connaissances

ITIL

Incident management

Communication

Stakeholder engagement

Problem solving

Time management

Organizational skills

Global support

Formation

Bachelor’s degree in IT/CS

Outils

ServiceNow

BMC Remedy

Description du poste

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. If you have ITIL experience and a passion for improving services, help support our global teams!

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.