Incident Manager: 24x7 ITIL Leader

NCR Corporation; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix Cebu City is seeking an Incident Manager to own the end-to-end lifecycle of incidents across Retail customers, coordinating across Level 1–3 teams, engineering, and vendors.

The role emphasizes ITIL-aligned processes, major incident handling, and clear executive communication to protect the customer experience during disruption. A strong ITSM background and hands-on analytics are required.

Qualifications

• Bachelor's degree in IT, CS, or a related field.
• ITIL Foundation certification or working toward it.
• 3+ years of incident management or technical support in 24x7 environments.
• Experience coordinating major incidents and leading cross-functional teams.
• Excellent written and verbal English communication with executives.

Responsibilities

• Own end-to-end incident lifecycle from identification to closure.
• Coordinate across Level 1–3, engineering, and vendors.
• Lead major incidents, chair incident bridges and drive resolution.
• Deliver regular status updates and post-incident reviews.
• Produce incident metrics and dashboards.

Skills

Incident management

Stakeholder communication

Executive communication

ITIL concepts

ServiceNow

Excel

Power BI

Tableau

English proficiency

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Excel

Power BI

Tableau

Job description

NCR Voyix Cebu City is seeking an Incident Manager to own the end-to-end lifecycle of incidents across Retail customers, coordinating across Level 1–3 teams, engineering, and vendors.

The role emphasizes ITIL-aligned processes, major incident handling, and clear executive communication to protect the customer experience during disruption. A strong ITSM background and hands-on analytics are required.