Incident Response Lead: On-Call & Change Management

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Vertere Global Solutions, Inc. is seeking an Incident Management professional to coordinate major incidents, support problem management, and ensure ITIL-aligned Change Management.

You will communicate with technical teams, business stakeholders, clients, and vendors to restore services within SLAs and minimize impact, including on-call rotations and CAB participation.

The role requires strong documentation, reporting, and post-incident reviews to drive continual service improvement.

Qualifications

• Bachelor’s degree in IT, CS, engineering, or related field.
• At least three years in Incident Management, Problem Management, Change Management, or IT Operations.
• Practical knowledge of ITIL Incident, Problem, and Change Management practices.
• Experience coordinating critical or high-priority incidents in a fast-paced technical environment.
• Experience facilitating CAB meetings and reviewing change requests is preferred.
• Familiarity with IT infrastructure, applications, networks, cloud platforms, or other enterprise technology environments.
• Experience using ITSM/ticketing platforms such as ServiceNow, Jira Service Management, BMC Helix, ManageEngine ServiceDesk Plus, or HDA is preferred.
• ITIL Foundation certification is an advantage.
• Willing to work on rotating shifts, including on-call coverage.

Responsibilities

• Coordinate incidents from identification through resolution, ensuring timely service restoration.
• Serve as the primary coordinator for critical or high-priority incidents affecting business operations.
• Ensure that technical teams follow documented SOPs and meet defined SLAs.
• Communicate incident status, business impact, recovery progress, and next steps to key IT and business stakeholders.
• Coordinate with technical support, infrastructure, application, vendor, and client teams during critical incidents.
• Ensure that incidents are properly documented in the ticketing system and incident reports.
• Conduct critical incident debriefs and facilitate post-incident reviews.
• Prepare post-incident and Root Cause Analysis reports.
• Identify recurring incidents and recommend solutions or service improvements.
• Provide complete shift turnover and recap reports to ensure continuity between shifts.
• Prepare daily, weekly, and monthly incident and problem management reports.
• Escalate unresolved or high-impact issues to the appropriate teams and management.

Skills

Incident coordination

Stakeholder management

ITIL processes

CAB facilitation

SLA/KPI knowledge

Incident reporting

On-call support

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

ManageEngine ServiceDesk Plus

HDA

Job description

Vertere Global Solutions, Inc. is seeking an Incident Management professional to coordinate major incidents, support problem management, and ensure ITIL-aligned Change Management.

You will communicate with technical teams, business stakeholders, clients, and vendors to restore services within SLAs and minimize impact, including on-call rotations and CAB participation.

The role requires strong documentation, reporting, and post-incident reviews to drive continual service improvement.