IT Incident Response Lead

Eastvantage Business Solutions Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Eastvantage Business Solutions Inc. is seeking a Major Incident Manager to lead and coordinate activities during high-impact IT outages at our Taguig, Philippines office.

This role focuses on swift resolution, minimized business disruption, stakeholder communication, and driving post-incident learning and process improvement. The MIM will identify and declare incidents, coordinate the Major Incident Team, manage war rooms and bridges, and ensure consistent messaging across channels.

Qualifications

• 3+ years of experience in incident management or related fields.
• Strong understanding of ITIL framework and incident response methodologies.
• Excellent problem-solving skills and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Strong interpersonal skills with ability to work collaboratively across teams.

Responsibilities

• Identify and declare incidents; trigger incident response protocols and war rooms.
• Coordinate and control incident lifecycle; lead the Major Incident Team and manage war rooms and bridges.
• Provide frequent, clear updates to stakeholders, executives, users, and customers; coordinate with service owners.
• Oversee diagnostics, workaround implementation or permanent fixes; coordinate emergency changes with Change Manager.
• Lead post-incident reviews, produce AARs, track actions to closure and monitor key metrics.
• Maintain incident records, timelines and documentation; ensure adherence to governance and policies.

Skills

Incident management

ITIL framework

Problem-solving

Under pressure

Interpersonal skills

Job description

Eastvantage Business Solutions Inc. is seeking a Major Incident Manager to lead and coordinate activities during high-impact IT outages at our Taguig, Philippines office.

This role focuses on swift resolution, minimized business disruption, stakeholder communication, and driving post-incident learning and process improvement. The MIM will identify and declare incidents, coordinate the Major Incident Team, manage war rooms and bridges, and ensure consistent messaging across channels.