Incident Manager

Union Bank of the Philippines; Philippines; Presencial; PHP 1 400 000 - 1 900 000; Tempo integral

Resumo da oferta

Union Bank of the Philippines in Pasig seeks an Incident Manager to oversee all incident management processes, restore critical services quickly, and strengthen operational resilience. You will serve as the central coordinator for major incidents, govern SLA performance, drive continual service improvement, and communicate with stakeholders and system owners.

Applicants should have ITSM/ITIL experience, familiarity with Remedy or ServiceNow, and proven ability to lead cross‑functional teams

Qualificações

• Experience in IT service management with a focus on incident handling.
• Strong knowledge of ITIL and SLA governance.
• Excellent stakeholder management and communication skills.
• Ability to lead crisis situations and coordinate cross-functional teams.

Responsabilidades

• Provides regular updates to stakeholders on major incidents.
• Leads major incident management and coordinates RCA and action plans.
• Manages incident reviews and ensures rapid restoration of services.

Conhecimentos

Incident Management

ITIL

Stakeholder management

Crisis leadership

Analytical thinking

Decision making

Problem solving

Reporting & metrics

Cross-functional coordination

Ferramentas

BMC Remedy

ServiceNow

Descrição da oferta de emprego

Position

Incident Manager

Office Location

UB Plaza Pasig (Headquarters)

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.