IT Service Management Specialist – Incident & Change Lead

Sun Life; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Sun Life in Taguig, Philippines seeks a Technology Service Management Specialist to strengthen operational discipline, service resilience, and governance across Major Incident, Change and Problem Management for CTO APAC. This hands-on role builds depth in regional service management, stakeholder coordination and continuous improvement.

The ideal candidate will drive consistent ITIL-aligned practices, improve incident response quality and ensure audit-ready evidence to boost reliability across

Qualifications

• Practical knowledge of ITIL practices, especially Incident, Major Incident, Change and Problem Management.
• Structured work approach with accurate records and closed actions.
• Experience supporting live technology incidents and coordinating technical teams.
• Familiarity with production change governance, risk assessment and backout planning.
• Ability to support root cause analysis, recurring issue identification, and action tracking.

Responsibilities

• Major Incident Management: coordinate incidents with APAC teams, ensure timely triage, escalation, updates and follow-through.
• Change Management: review and support production changes with risk assessment, approvals, and evidence capture.
• Problem Management: assist in logging, tracking, and closing problems from incidents and recurring issues.
• Service Governance: maintain records, trackers and audit-ready evidence for incident/change/problem processes.
• Operational Reporting: produce KPI, SLA, and incident/change/problem reports for leadership.

Skills

IT Service Management

Operational Discipline

Incident Coordination

Change Control Understanding

Problem Management Execution

Reporting & Data Quality

Communication Skills

Stakeholder Management

Audit & Evidence Mindset

Technology Awareness

Tools

Excel

PowerPoint

Dashboards

Service management tools

Job description

Sun Life in Taguig, Philippines seeks a Technology Service Management Specialist to strengthen operational discipline, service resilience, and governance across Major Incident, Change and Problem Management for CTO APAC. This hands-on role builds depth in regional service management, stakeholder coordination and continuous improvement.

The ideal candidate will drive consistent ITIL-aligned practices, improve incident response quality and ensure audit-ready evidence to boost reliability across