IT Incident Lead — Hybrid Role, Fast Resolutions & RCA

GECO Asia Pte. Ltd; Muntinlupa; Hybrid; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

GECO Asia Pte. Ltd. in the Philippines seeks an IT Incident Specialist to lead end-to-end incident management, coordinate resolutions, and ensure timely restoration of IT services.

You will work from Alabang, Muntinlupa with a hybrid schedule (3 days onsite, 2 days remote), collaborate with technical teams and stakeholders, and uphold ITIL-aligned processes. Experience in major incidents and RCA is valued.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in Incident Management, IT Service Management, or IT Operations.
• Experience handling major incidents, service escalations, and critical IT service disruptions.
• Strong understanding of ITIL processes, particularly Incident Management and Problem Management.
• Knowledge of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service restoration procedures.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• Willingness to work on a shifting schedule.

Responsibilities

• Manage and oversee incidents from identification through resolution, ensuring timely restoration of IT services.
• Handle major incidents and critical service disruptions, ensuring appropriate escalation and resolution.
• Coordinate with technical teams, service owners, and relevant stakeholders to facilitate incident resolution.
• Monitor incident progress, escalation timelines, and resolution targets to ensure compliance with agreed Service Level Agreements (SLAs).
• Ensure proper documentation, communication, and reporting throughout the incident lifecycle.
• Identify recurring incidents and potential underlying problems affecting service delivery.
• Coordinate root cause analysis (RCA) and ensure corrective and preventive actions are implemented.
• Monitor incident trends and recommend process improvements to minimize recurring service disruptions.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.
• Provide operational guidance and direction to incident management teams.
• Ensure team members consistently follow established Standard Operating Procedures (SOPs) and IT service management guidelines.
• Facilitate communication between technical teams, management, clients, and other stakeholders during critical incidents.
• Monitor team performance and ensure operational targets and service delivery expectations are met.
• Prepare and present incident reports, performance updates, and management escalations.

Skills

Leadership

Communication

Problem solving

Stakeholder management

Multi-tasking

Shifting schedule adaptability

Education

Bachelor's degree in IT / CS

Tools

ITIL

SLA/KPI knowledge

Job description

GECO Asia Pte. Ltd. in the Philippines seeks an IT Incident Specialist to lead end-to-end incident management, coordinate resolutions, and ensure timely restoration of IT services.

You will work from Alabang, Muntinlupa with a hybrid schedule (3 days onsite, 2 days remote), collaborate with technical teams and stakeholders, and uphold ITIL-aligned processes. Experience in major incidents and RCA is valued.