IT Incident Manager

Home Credit Philippines; Philippines; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work setup

Bonus up to 20%

HMO on Day 1

Mental health support

Wellness leaves

Career mobility

Learning opportunities

Company purpose

Job summary

Home Credit Philippines is seeking a Major Incident Manager to oversee end-to-end IT major incidents. You will lead incident management processes, coordinate with Tier 1 support, and ensure SLAs are met while restoring services quickly.

You will work with a global team across countries and time zones, handling infrastructure technologies such as Windows, SQL Server, networking and storage, and contributing to continual service improvement.

Qualifications

• Experience with ITIL service lifecycle across Design, Transition, Operations and CSI.
• Experience in a global team across multiple countries/time zones.

Responsibilities

• Performs day-to-day operational and managerial tasks of Incident Management.
• Support major incident management with plan execution for timely decision making.
• Ensure activities meet SLAs/OLAs and high-quality standards.
• Communicate with process manager and coordinate with Tier 1 Support for proper recording of major incidents.
• Determine escalation based on priority/severity and ensure service restoration.
• Monitor incidents to meet SLAs/OLAs and identify review opportunities.
• Create knowledge articles to reduce incidents and improve procedures.
• Contribute to Incident Management, Problem management and Event Management.

Skills

ITIL lifecycle

Incident management

Cross-country teamwork

Wintel

SQL Server

Networking

Storage technologies

Vendor management

Jira

Planning & prioritization

Tools

Jira

Job description

Job Description:

The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.

What you will do

• Performs the day-to- day operational and managerial tasks demanded by the Incident Management process flows.
• Support the major incident management team with critical components of the plan in order that they can make decisions in the event of an incident
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of Major incidents
• Determines if major incident needs to be escalated according to priority and severity of the issue.
• Ensure that major Incidents assigned to their Support Groups are resolved and that service is restored
• Monitor major Incidents to ensure that Service Level Agreement and Operational Level Agreement are met
• Identify Incidents for review
• Participate in Incident review following major Incidents
• Identify potential problems and/or increasing trend of repetitive Incidents
• Create Knowledge articles with repeatable procedures with a goal of reducing the number of Incidents
• Other duties and tasks related to the core IT Operations Processes Including but not limited to Incident Management, Problem management and Event Management.

What you need to have

• Practical experience of working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations and Continual Service Improvement.
• Experience working as part of a global team; across multiple countries and time zones
• Exposure to a broad range of infrastructure and application technologies in particular Wintel, SQL Server, Networking and Storage technologies
• Strong planning, organizing, time and priority management skills; ability to manage multiple streams of work

What can set you apart

• Experienced in vendor and supplier management
• Experienced in Continual Service Improvement projects
• Knowledgeable of Ticketing Tools like Jira, etc.

Job Perks You’ll Enjoy

• Hybrid work setup
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities
• Empower Filipinos with innovative financial solutions at Home Credit Philippines.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation.

Here, there are #NoSmallRoles and #EveryoneisImportant.