IT Incident Specialist (Immediate Joiner)

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

IT Incident Specialist

About Us

GECO Asia is a Singapore-headquartered IT consulting and services company specializing in providing high-end IT resources and technology solutions across the Asia-Pacific region. We are committed to connecting businesses with skilled professionals who drive innovation, operational excellence, and digital transformation.

Position Overview

We are looking for an experienced IT Incident Specialist to oversee end-to-end incident management operations, ensuring timely resolution of service disruptions and minimizing their impact on business operations. The successful candidate will coordinate incident resolution, manage service escalations, collaborate with technical teams and stakeholders, and ensure compliance with established IT service management processes and procedures.

Key Responsibilities

Incident Management

• 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.

Problem Management and Service Improvement

• 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.

Team and Stakeholder Management

• 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.

Qualifications and Requirements

• 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.

Work Details

• Work Location: Alabang, Muntinlupa

• Work Setup: Hybrid (3 days onsite / 2 days remote)

• Schedule: Shifting Schedule