Incident, Problem & Change Management Specialist

GECO Asia Pte Ltd; Muntinlupa; On-site; PHP 500,000 - 900,000; Full time

Job summary

GECO Asia Pte Ltd is seeking an experienced Incident, Problem & Change Management Specialist to oversee ITSM processes and ensure timely resolution of incidents while maintaining service stability. The role coordinates between IT operations, clients, vendors, and business stakeholders to uphold SLAs and ITIL standards.

The candidate will manage end-to-end activities, facilitate CAB meetings, analyze root causes, and prepare detailed reports.

Qualifications

• Bachelor's degree in IT/CS/Engineering/Management or related field.

Responsibilities

• Oversee end-to-end Incident, Problem, and Change Management activities.
• Coordinate CAB meetings and risk assessments.
• Prepare post-incident RCA reports and dashboards.
• Monitor SLAs and KPIs; produce regular operational reports.
• Communicate with IT teams, clients, vendors, and stakeholders.
• Ensure SOPs and ITIL processes are followed.
• Manage incident-related activities across shifts and handovers.
• Educate team members on Change Management processes.

Education

Bachelor's Degree in Information Technology/Computer Science/Engineering/Management

Tools

HDA ticketing tools

Job description

About the Role

We are looking for an experienced Incident, Problem & Change Management Specialist to oversee IT service management processes, ensuring the timely resolution of incidents, effective problem management, and proper execution of infrastructure changes. The role will serve as a key coordinator between IT operations, clients, vendors, and business stakeholders to maintain service stability, minimize operational disruptions, and ensure compliance with established ITIL processes and Service Level Agreements (SLAs).

Position Overview

The successful candidate will manage end-to-end Incident, Problem, and Change Management activities, including critical incident coordination, root cause analysis, Change Advisory Board (CAB) facilitation, risk assessment, and operational reporting. This role requires strong leadership, stakeholder management, analytical, and communication skills in a fast-paced IT operations environment.

Roles & Responsibilities

A. Incident & Problem Management

• Oversee end-to-end incident management activities, ensuring timely resolution and restoration of IT services within agreed Service Level Agreements (SLAs).

• Ensure the team adheres to Standard Operating Procedures (SOPs) and established ITIL processes.

• Act as the primary coordinator for critical incidents affecting client business operations.

• Establish and maintain effective communication with IT teams, business stakeholders, vendors, and Client Global IT representatives.

• Ensure timely incident notifications, proper documentation, and distribution of critical incident reports.

• Manage all incident-related activities during assigned shifts, including comprehensive shift handover and recap reports.

• Conduct critical incident debriefings and coordinate post-incident reviews.

• Prepare detailed post-incident reports, including Root Cause Analysis (RCA) and postmortem documentation.

• Identify recurring issues, analyze underlying problems, and recommend process improvements to prevent future incidents.

• Prepare daily, weekly, and monthly operational reports for the Center of Excellence (COE).

• Respond promptly to client inquiries and concerns while maintaining compliance with quality management standards.

• Perform other incident and problem management-related tasks as required.

B. Change Management

• Oversee the implementation and consistent adherence to established Change Management policies, procedures, and standards.

• Review change requests and ensure all required documentation and assessments are completed before presentation to the Change Advisory Board (CAB).

• Facilitate CAB meetings, ensuring changes undergo appropriate review and approval before implementation.

• Monitor the progress and lifecycle of infrastructure changes, ensuring proper tracking and documentation.

• Ensure infrastructure changes are appropriately categorized and assessed for potential risks and business impacts.

• Audit Change Management activities and provide regular updates and reports to management.

• Communicate upcoming infrastructure changes, potential service impacts, progress, and issues to relevant stakeholders.

• Coordinate the approval and implementation of emergency and urgent changes when necessary.

• Prepare weekly and monthly Change Management reports.

• Provide guidance and educate team members on Change Management processes and compliance requirements.

Requirements & Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Management, or a related field.

• At least 3 years of relevant experience in Incident Management, Problem Management, Change Management, and IT Operations.

• Solid understanding of ITIL Incident, Problem, and Change Management processes.

• Knowledge of Change Management principles, methodologies, and tools.

• Strong verbal and written communication skills, with the ability to translate technical information into business terminology.

• Proven experience handling client, vendor, and stakeholder relationships.

• Experience managing multiple high-priority initiatives in a fast-paced, technical environment.

• Familiarity with IT ticketing systems; experience with HDA ticketing tools is an advantage.

• Ability to develop, monitor, and report on SLAs and Key Performance Indicators (KPIs).

• Strong leadership, analytical, problem-solving, coordination, and organizational skills.

• High-level understanding of IT infrastructure, platforms, and technical operations.

• Excellent attention to detail and ability to respond effectively to client inquiries and complaints.

• Willingness to work on a rotating shift schedule, with flexibility to work on any assigned shift.

• ITIL Certification is an advantage.

• Willing to work on a rotating shifting schedule, including morning, mid, and night shifts, with flexibility to work on any assigned schedule.

Why Join Us?

• Opportunity to work in a dynamic IT operations environment.

• Gain exposure to enterprise-level IT infrastructure and service management.

• Collaborate with global IT teams and business stakeholders.

• Develop expertise in ITIL-based service management and operational excellence.