Incident Response & Change Lead

Ascendion; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ascendion in Metro Manila, Philippines, seeks a seasoned IT Service Management lead to own end-to-end incident, problem, and change management. You will coordinate critical incidents, ensure adherence to SLAs, and maintain clear stakeholder communication across IT, business, and global teams.

You will drive rigorous change governance, prepare detailed reports, and mentor staff on Change Management best practices, contributing to continuous improvement and operational resilience.

Qualifications

• Experience in incident, problem, and change management within IT operations or service management.
• Strong understanding of IT service management processes and SLAs.
• Experience coordinating critical incidents and communicating with diverse stakeholders.
• Ability to facilitate Change Advisory Board meetings and urgent change approvals.
• Analytical, organized, and detail-oriented with strong reporting skills.
• Clear written and verbal communication and collaborative approach.

Responsibilities

• Provide direction in the end-to-end management of incidents and ensure timely resolution.
• Ensure SOPs followed to restore IT services within defined service level agreements.
• Establish and maintain effective communication with key IT and business stakeholders.
• Coordinate critical incidents and act as central contact during the response.
• Communicate incident updates to global IT stakeholders and document reports.
• Manage all incident management activities during the shift and prepare shift turnover reports.
• Respond to client needs while following quality management system principles.
• Identify and analyse problems, recommend improvements, and implement changes that deliver recognised business benefits.
• Lead critical incident debriefs and produce detailed post-incident reports.
• Ensure consistent adherence to Change Management requirements, policies, and standards.
• Review change records to confirm they meet policy requirements before presentation to the Change Advisory Board.
• Facilitate Change Advisory Board review meetings and ensure changes are reviewed and approved before implementation.
• Monitor change progress and ensure infrastructure changes are appropriately categorised, accurately assessed for risk and impact, and documented according to process standards.
• Audit and manage the Change Management process lifecycle and report performance to senior management.
• Communicate the pipeline, status, progress, and issues of infrastructure changes to the appropriate groups.
• Facilitate the approval of emergency and urgent changes when required.
• Produce weekly and monthly Change Management reports.
• Educate team members on Change Management processes and requirements.

Skills

Incident management

Problem management

Change management

ITIL familiarity

Stakeholder communication

Reporting

Shift coordination

Documentation

Process improvement

Risk assessment

Job description

Ascendion in Metro Manila, Philippines, seeks a seasoned IT Service Management lead to own end-to-end incident, problem, and change management. You will coordinate critical incidents, ensure adherence to SLAs, and maintain clear stakeholder communication across IT, business, and global teams.

You will drive rigorous change governance, prepare detailed reports, and mentor staff on Change Management best practices, contributing to continuous improvement and operational resilience.