Incident & Problem Governance Coordinator

Kroll Global Solutions Inc.; Manila; Hybrid; PHP 420,000 - 780,000; Full time

Job summary

Kroll Global Solutions Inc. is seeking a Coordinator, Support Ops to govern incident and problem management processes and ensure adherence to policy and service management practices.

You will act as a central facilitator across technical teams, service providers, and business stakeholders, driving accountability, coordinating PIRs, and supporting continuous improvement with governance reporting and MI to inform decisions.

Qualifications

• ITIL Foundation Certification (or equivalent).
• Experience in ITSM, service delivery, operations, or governance.
• Experience facilitating meetings with technical teams, suppliers, and business stakeholders.
• Ability to coordinate actions across multiple teams and drive accountability.
• Strong governance, process compliance, and operational controls.
• Experience producing reports, presentations, service metrics, and management information.
• Excellent organisational, communication, and stakeholder management skills.
• Ability to influence and challenge while maintaining relationships.
• Strong ability to communicate across technical and non-technical audiences.

Responsibilities

• Coordinate and govern incident and problem management processes.
• Monitor adherence to service management processes and identify improvements.
• Maintain oversight of incident and problem records with quality data.
• Support audit, risk, and compliance activities.
• Produce governance reporting, metrics, and management information.
• Facilitate discussions, workshops, and PIR reviews.
• Coordinate PIRs with timely completion.
• Identify and track Problem records arising from incidents and PIRs.
• Provide regular progress updates and act as coordination point between technical teams and stakeholders.

Skills

ITIL Foundation Certification

Service Delivery Experience

Governance & Compliance

Stakeholder Management

Reporting & MI

Job description

Kroll Global Solutions Inc. is seeking a Coordinator, Support Ops to govern incident and problem management processes and ensure adherence to policy and service management practices.

You will act as a central facilitator across technical teams, service providers, and business stakeholders, driving accountability, coordinating PIRs, and supporting continuous improvement with governance reporting and MI to inform decisions.