IT Incident Manager

Hammerjack Pty Ltd; Taguig; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

You will work in a hybrid setting in Taguig, with modern ITSM practices and a focus on continuous improvement for service restoration and resilience.

Qualifications

• 5+ years of experience in IT Service Management, Incident Management, or IT Operations.
• Proven expertise managing major incidents end-to-end and restoring services quickly.
• Strong understanding of ITIL processes: Incident, Problem, and Service Management.
• Able to coordinate multiple stakeholders under pressure and meet deadlines.
• Excellent communication to explain technical issues to non-technical audiences.

Responsibilities

• Manage and coordinate the resolution of IT incidents to minimize business impact.
• Develop and implement incident management processes and best practices.
• Monitor incident trends and identify areas for improvement.
• Provide timely updates to stakeholders regarding incident progress and resolution.
• Collaborate with cross-functional teams to ensure root cause analysis and preventive measures are in place.
• Maintain incident records and prepare detailed reports for management review.
• Ensure compliance with IT service management standards and policies.
• Participate in post-incident reviews to enhance future incident response efforts.

Skills

Incident Management

ITIL

Stakeholder Management

Jira

Tools

Jira

Job description

• Lead digital innovation and shape financial inclusion nationwide
• Grow your career in a fast-paced, award-winning fintech lender

About Our Client

A company operating in the financial services industry located in Taguig.

Job Description

• Manage and coordinate the resolution of IT incidents to minimize business impact.
• Develop and implement incident management processes and best practices.
• Monitor incident trends and identify areas for improvement.
• Provide timely updates to stakeholders regarding incident progress and resolution.
• Collaborate with cross-functional teams to ensure root cause analysis and preventive measures are in place.
• Maintain incident records and prepare detailed reports for management review.
• Ensure compliance with established IT service management standards and policies.
• Participate in post-incident reviews to enhance future incident response efforts.

The Successful Applicant

A successful IT Incident Manager should have:

• 5+ years of experience in IT Service Management, Incident Management, or IT Operations.
  
• Proven expertise managing major incidents end-to-end, ensuring rapid service restoration and resolution.
  
• Strong understanding of ITIL frameworks, particularly Incident, Problem, and Service Management processes.
  
• Able to perform effectively under pressure, coordinate multiple stakeholders, and meet critical deadlines.
  
• Excellent communication skills with the ability to explain technical issues to non-technical audiences.
  
• Strong analytical and problem-solving capabilities, with a focus on identifying trends and preventing recurring incidents.
  
• Experience collaborating across infrastructure, application, support, and business teams in a dynamic environment.
  
• Hands-on experience with ITSM tools such as Jira, along with strong reporting, prioritization, and organizational skills.
  

What's on Offer

• Permanent position within the financial services industry.
• Opportunity to work in Taguig.
• Hybrid 3x Onsite 2x Remote.