Incident Response Lead (Mandaluyong/Cebu)

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Job summary

Hammerjack Pty Ltd is hiring for an Incident & Problem Management lead to direct end-to-end incident response, triage, and real-time resolution across a global environment.

The role emphasizes incident command, post-incident reviews, and collaboration with SREs, product owners, and engineers to improve operational reliability and governance. It requires 3+ years in enterprise-scale operations and strong ITIL foundations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3+ years in Service Delivery, Incident Response, or Operations Leadership in enterprise 24x7 environments.
• Strong ITSM/ITIL foundations and experience with incident and problem management.
• Familiarity with cloud, distributed systems, or enterprise infrastructure.

Responsibilities

• Lead end-to-end incident response, triage, communication, and real-time resolution.
• Act as Incident Commander for high-impact events across a global environment.
• Drive metrics like MTTD, MTTM, MTTR and post-incident reviews for continuous improvement.
• Collaborate with SREs, product owners, and engineers to align reliability goals.

Skills

Incident Command

Analytical Skills

Communication under pressure

Root Cause Analysis

Operational Planning

Stakeholder Management

IT Service Management

Observability Tools

Education

Bachelor's degree in CS/IT/Engineering

Tools

PagerDuty

Datadog

Grafana

Splunk

ServiceNow

Job description

Your Role

Incident & Problem Management

• 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 withcloud, distributed systems, orenterprise infrastructure.
• Skilled inmonitoring, 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

Work setup:

• Employment: Full-time, Permanent, Direct hire
• Work setup: FULL onsite
• Shift: Shifting
• Location: We're hiring for this role in both Mandaluyong and Cebu