Lead Major Incident & Problem Manager – ITIL & ITSM

Optum Philippines; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Optum Philippines is seeking a skilled Major Incident Manager to coordinate incident response and governance. You will participate in on-call rotations, lead War Rooms, and ensure rapid service restoration while documenting timelines and executive updates.

Responsibilities include ITSM policy guidance, PRB/PTASK governance, and post-incident wrap-up communication. The role requires ITIL certification, ServiceNow expertise, and strong communication in a 24/7 healthcare context.

Qualifications

• 4+ years coordinating and driving Major Incident response according to ITIL Incident Management best practice.
• 2+ years coordinating or governing PRB/PTASK records per ITIL Problem Management.
• ITIL Foundations v3/v4 certification or equivalent.
• Proven verbal and written communication skills.
• Experience with ServiceNow ITSM platform.
• Willingness to work rotating shifts in a 24/7 healthcare environment.

Responsibilities

• Participate in Major Incident Management activities and on-call rotations with rapid response targets.
• Lead War Rooms and coordinate with support teams to restore services quickly.
• Document incident timelines and executive updates.
• Apply Change Enablement for emergency changes to restore service with minimal impact.
• Maintain incident posts and share post-incident wrap-up notes.
• Govern PRB and PTASK records and ensure proper linkage and closure.
• Provide guidance on ITSM policy and procedures to the team.

Skills

Major Incident Management

Incident Response

ITIL Certified

Verbal & Written Communication

ServiceNow

On-call Experience

Education

ITIL Certification (Foundations V3/V4)

Tools

ServiceNow Platform

Job description

Optum Philippines is seeking a skilled Major Incident Manager to coordinate incident response and governance. You will participate in on-call rotations, lead War Rooms, and ensure rapid service restoration while documenting timelines and executive updates.

Responsibilities include ITSM policy guidance, PRB/PTASK governance, and post-incident wrap-up communication. The role requires ITIL certification, ServiceNow expertise, and strong communication in a 24/7 healthcare context.