Major Incident Manager

260 Architects; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

A leading architecture firm in the Philippines is seeking a Major Incident Manager to lead incident responses and improve IT services. The role involves coordinating efforts during critical incidents, assessing impacts, and facilitating resolution. The ideal candidate has experience in IT incident management and exceptional communication skills.

Qualifications

• Proven experience in incident management within IT operations.
• Strong communication and coordination skills.

Responsibilities

• Act as the central point of contact for major incidents.
• Assess severity and impact of incidents.
• Facilitate incident triage and resolution.

Job description

Position Summary

The Major Incident Manager will be responsible for leading and coordinating the response to critical incidents that impact IT services and operations. The position plays a pivotal role in minimizing the impact of incidents, restoring services promptly, and driving continuous improvement in our incident management processes.

Responsibilities

• Act as the central point of contact and coordination for major incidents, ensuring effective communication and collaboration among internal teams, stakeholders, and external partners.
• Quickly assess the severity and impact of incidents, prioritize response efforts, and mobilize resources to resolve incidents within agreed‑upon service level objectives (SLOs).
• Facilitate incident triage, analysis, and resolution by engaging relevant technical teams, subject matter experts, and third‑party vendors as necessary.
• Provide timely updates and status reports to stakeholders, including executive leadership, business partners, and customers, throughout the incident lifecycle.
• Lead post‑incident reviews and root cause analysis sessions to identify underlying issues, systemic weaknesses, and opportunities for process improvements.
• Develop and maintain comprehensive documentation, including incident reports, playbooks, and knowledge articles, to support incident management activities and promote organizational learning.
• Proactively identify trends, patterns, and recurring issues that may lead to future incidents, and work with cross‑functional teams to implement preventive measures and corrective actions.
• Collaborate with other ITIL processes, such as Change Management, Problem Management, and Service Level Management, to ensure alignment and integration of incident management activities.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology

Industry

Architecture and Planning