IT Incident & Problem Management Lead

pj lhuillier group of companies; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

pj lhuillier group of companies seeks an IPM Head to lead the execution of incident and problem management, ensuring 24/7 service stability. You will own major incidents, coordinate with IT units, and drive post-incident analyses to prevent recurrence.

The role requires ITIL expertise, strong leadership, and a track record in managing critical incidents within hybrid IT environments. On-call rotations include evenings, weekends, and holidays to safeguard business operations.

Qualifications

• Bachelor-level degree in IT, computer-related, engineering or math-related fields.
• At least 5 years in managing problem lifecycle and post-incident reviews.
• Experience in IT Service Management (incident/problem management).
• Hybrid IT environment experience a plus (onprem + cloud).
• Banking/financial services or enterprise IT background is advantageous.
• Willingness for on-call support in critical situations.

Responsibilities

• Lead execution of IT incident and problem management processes to prevent service disruptions.
• Identify root causes of recurring issues and drive permanent fixes.
• Coordinate with IT units for escalation and resolution of high-priority incidents.
• Conduct post-incident reviews and root cause analyses.
• Drive continuous service improvement and ensure regulatory/compliance adherence.

Skills

ITIL

Leadership

Stakeholder mgmt

Analytical thinking

On-call readiness

Problem management

Education

IT/Engineering/Math related degree

Tools

Jira

Manage Engine

Zendesk

AWS

Azure

O365

Job description

pj lhuillier group of companies seeks an IPM Head to lead the execution of incident and problem management, ensuring 24/7 service stability. You will own major incidents, coordinate with IT units, and drive post-incident analyses to prevent recurrence.

The role requires ITIL expertise, strong leadership, and a track record in managing critical incidents within hybrid IT environments. On-call rotations include evenings, weekends, and holidays to safeguard business operations.