Incident Response Lead

OpsWerks; Cebu City; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

OpsWerks is seeking a results-driven Service Delivery Leader to guide incident response, improve reliability, and align cross-functional teams across global environments. You will own end-to-end incident lifecycle and champion data-driven improvements.

As Incident Commander for high-impact events, you’ll track metrics like MTTD, MTTR, and MTBM, drive post-incident learning, and work with SREs and engineering to raise the bar on operational readiness and governance.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or related field.
• 3+ years in Service Delivery, Incident Response, or Operations Leadership in 24x7 environments.
• Proven experience managing technical teams during critical incidents.
• Strong ITSM/ITIL knowledge (Incident & Problem Management).
• Familiarity with cloud, distributed systems, or enterprise infra.
• Experience with monitoring, alerting, and ticketing tools.

Responsibilities

• Lead end-to-end incident response and real-time resolution as Incident Commander.
• Oversee service health, capacity, and reliability across environments.
• Drive automation and workflow improvements to reduce manual work.
• Collaborate with engineering to maintain runbooks and escalation paths.
• Represent in customer reviews and operational briefings.

Skills

Incident Command

Escalation Management

Analytical thinking

Communication under pressure

Stakeholder management

ITSM/ITIL

Observability & monitoring

Automation

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline

Tools

PagerDuty

Datadog

Grafana

Splunk

ServiceNow

Job description

Your Role

• Lead end-to-end incident response, triage, communication, and resolution in real time.
• Act as Incident Commander for high-impact events across a global environment.
• Track and improve metrics like MTTD, MTTM, and MTTR.
• Champion blameless Post-Incident Reviews (PIRs) and translate learnings into long-term system and process improvements.

Service Operations & Reliability

• Oversee daily service health, capacity, and reliability across all supported environments.
• Ensure compliance with operational KPIs through proactive planning and improvement.
• Balance demand vs. capacity and manage shift coverage to prevent burnout.
• Partner with engineering teams to maintain runbooks, knowledge bases, and escalation paths.
• Drive automation and workflow optimization to reduce manual overhead.
• Use data insights to guide decisions and improvements.

Strategic & Cross-Functional Impact

• Represent in customer reviews, operational syncs, and briefings.
• Collaborate with SREs, product owners, and partner engineers to align priorities and reliability goals.
• Contribute to frameworks and governance initiatives.
• Lead service onboarding/off-boarding and strengthen operational readiness checkpoints.
• Identify and close systemic operational gaps through process and tool improvements.

Your Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 3+ years in Service Delivery, Incident Response, or Operations Leadership within enterprise-scale, 24×7 environments.
• Proven experience managing technical teams, driving performance, and leading through critical situations.
• Strong grounding in ITSM / ITIL principles (Incident & Problem Management).
• Familiarity with cloud, distributed systems, or enterprise infrastructure.
• Skilled in monitoring, alerting, and ticketing tools (e.g., PagerDuty, Datadog, Grafana, Splunk, ServiceNow).

Core Competencies

• Incident Command and Escalation Management
• Analytical and Problem-Solving Skills
• Communication and Decision-Making Under Pressure
• Root Cause and Post-Incident Analysis
• Operational Planning and Service Governance
• Stakeholder and Partner Management
• IT Service Management (Incident & Problem Management)
• Observability, Monitoring, and Automation Tools

Plus points if you have:

• ITIL V3 or V4 certification or Incident Management Certifications
• Familiarity in SRE practices and operational frameworks that promote reliability and automation