Major Incident and Business Continuity Manager

Emapta Global; Manila; Hybride; PHP 1 800 000 - 2 400 000; Plein temps

Avantages offerts par ce poste

HMO coverage

Hybrid work setup

Annual leaves (20 total)

Salary advance program

Professional development

Office gyms access

Company perks and incentives

Résumé du poste

Emapta Global is seeking a Major Incident & Business Continuity Manager to lead incident response and strengthen recovery readiness across international outsourcing operations. This hybrid role anchors on-site activity in Makati/Ortigas, with a focus on end-to-end incident management and cross-functional coordination.

The ideal candidate will have 5+ years in continuity, crisis, or resilience roles, hands-on BCP development, and experience with client audits and ISO standards.

Qualifications

• Bachelor's degree in a relevant discipline.
• 5+ years of experience in business continuity, crisis or incident management, including at least 2 years managing plans or incidents end to end.
• Hands-on experience developing and maintaining business continuity plans (BCPs), business impact analyses, and RTO/RPO across multiple sites.
• Experience supporting client or external audits of continuity controls, ideally ISO 22301.
• Willingness to participate in a 24/7 on-call rotation and work onsite during major incidents.

Responsabilités

• Serve as incident commander within the 24/7 rotation for major incidents and coordinate cross-functional teams.
• Activate the incident bridge, document decisions, and manage communications during incidents.
• Complete after-action reviews within 5 working days, assign corrective actions and track closure.
• Manage portfolio continuity plans and validate testing across sites.

Connaissances

Business continuity

Crisis management

Incident management

Operational resilience

On-call readiness

Formation

Bachelor's degree

Description du poste

Protect Business Continuity Across International Outsourcing Operations

Critical moments call for professionals who protect people, sustain operations, and reinforce client confidence. The Major Incident & Business Continuity Manager coordinates incident response and strengthens recovery readiness across international outsourcing operations. Pursue a long‑term international career with Emapta, supported by hybrid flexibility, professional development, and a top 1% experience that recognizes your expertise and contribution to lasting business resilience.

Job Overview

• Employment Type: Full-time
• Work Setup: Hybrid, Makati/Ortigas
• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Makati and Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in a relevant discipline
• 5+ years of experience in business continuity, crisis or incident management, or operational resilience, including at least 2 years managing plans or incidents end to end
• Direct experience commanding or co‑leading responses to actual disruptions, such as typhoons, floods, earthquakes, or power and network outages; tabletop exercises alone do not meet this requirement
• Hands‑on experience developing and maintaining business continuity plans (BCPs), business impact analyses, and recovery time and recovery point objectives (RTO/RPO) across multiple sites
• Proven ability to design and conduct continuity exercises and track findings through closure
• Experience supporting client or external audits of continuity controls, ideally including ISO 22301 certification or surveillance audits
• Clear, calm written and verbal communication skills, including executive and client updates during live incidents
• Willingness to participate in a 24/7 on‑call rotation and work onsite during major incidents

Preferred

• Background in BPO, global capability centers (GCCs), or shared services, including client‑embedded delivery, client audits, and contractual continuity commitments
• Business continuity certification, such as CBCI, AMBCI/MBCI, CBCP, or ISO 22301 Lead Implementer or Lead Auditor
• Familiarity with the ISO 22301 Business Continuity Management System (BCMS)
• Knowledge of ISO 22320 for security, resilience, and emergency management
• Training in the Incident Command System (ICS) or an equivalent crisis management framework
• Experience using mass notification platforms and designing call trees
• Understanding of ISO 27001, SOC 2, or PCI DSS and their relationship to continuity controls
• Exposure to enterprise risk registers, risk scoring, or basic financial risk quantification
• Multi-country or ASEAN business continuity experience

Your Daily Tasks

• Serve as incident commander within the 24/7 rotation for typhoons, floods, earthquakes, power and telecommunications failures, health emergencies, civil disturbances, and facility or systems outages.
• Activate the incident bridge, make and document decisions, and coordinate IT, Facilities, Security, ESH, People & Culture, and Operations through recovery.
• Manage executive, employee, and client communications during incidents, including mass notifications and call‑tree activation.
• Complete a documented after‑action review within 5 working days of each major incident, assigning corrective actions to named owners and tracking them against closure dates.

Regional BCP Portfolio

• Manage business continuity plans for an assigned portfolio of sites, service lines, and client accounts using the enterprise framework established by the Director.
• Maintain business impact analyses, dependency maps, and RTO/RPO recovery objectives, identifying and addressing single points of failure across people, systems, vendors, and facilities.
• Validate work‑from‑home continuity and site‑to‑site failover through testing.
• Coach Site BCP Champions and hold them accountable for implementing and maintaining local plans within the portfolio.

Testing and Exercises

• Design and conduct portfolio exercises based on the annual scenario calendar, ensuring every critical site and service line is exercised at least once a year.
• Develop scenarios that test operational capabilities beyond compliance walkthroughs.
• Publish after‑action findings and track remediation through closure.

Client Continuity Assurance

• Represent the organization in client BCP audits, due diligence questionnaires, and continuity reviews for the assigned portfolio
• Develop and maintain a standard audit response pack to reduce recurring preparation requirements for Operations.
• Fulfill account commitments under the Enhanced and Premium BCP tiers, including a named contact, account‑specific BCPs, joint exercises, joint incident bridges, and tailored audit responses.
• Advise CXMs and Sales on contractual continuity requirements and flag recovery commitments that exceed tested capabilities.

Enterprise Risk and Controls Support

• Contribute continuity and operational risks to the enterprise risk register, support risk‑owner intake and attestations, and elevate threshold breaches.
• Support the Director's gap assessment against ISO 22301 and address priority gaps in mass notifications, call‑tree reliability, failover, and vendor and systems dependency mapping.

Interchangeability and Cover

• Maintain portfolio plans, contacts, and playbooks to a consistent standard that enables another Major Incident & Business Continuity Manager to assume responsibility without a separate handover.
• Cover other portfolios during leave, rotation changes, and concurrent incidents.

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on‑site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 12,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."