IT Incident & Change Lead — Operational Resilience

NYGC Services INC; Manila; On-site; PHP 540,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced Incident & Problem and Change Manager in Manila. You will lead end-to-end incident resolution, ensure SOP adherence, and coordinate critical change activities with stakeholders across Client IT operations.

You will drive ITIL-aligned processes, manage communications, and produce detailed post-incident and change reports, while supporting rotating shifts and maintaining high service quality.

Qualifications

• Bachelor's degree in IT, management, engineering or CS.
• 3+ years in Incident, Problem and Change Management and IT Operations.
• Strong verbal and written communication translating technical info to business terms.

Responsibilities

• Oversees end-to-end incident management ensuring timely resolution and SLA adherence.
• Facilitates Change Management, including CAB reviews and risk/impact assessments.
• Prepares comprehensive incident reports and shift turnover/recap for continuity.

Skills

Incident Management

Problem Management

Change Management

IT Operations

Communication Skills

Education

Bachelor's Degree in IT/Management/Engineering/CS

Tools

HDA ticketing tool

Job description

Hammerjack Pty Ltd is seeking an experienced Incident & Problem and Change Manager in Manila. You will lead end-to-end incident resolution, ensure SOP adherence, and coordinate critical change activities with stakeholders across Client IT operations.

You will drive ITIL-aligned processes, manage communications, and produce detailed post-incident and change reports, while supporting rotating shifts and maintaining high service quality.