Major Incident Manager

Eastvantage Business Solutions Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Eastvantage Business Solutions Inc. is seeking a Major Incident Manager to lead and coordinate activities during high-impact IT outages at our Taguig, Philippines office.

This role focuses on swift resolution, minimized business disruption, stakeholder communication, and driving post-incident learning and process improvement. The MIM will identify and declare incidents, coordinate the Major Incident Team, manage war rooms and bridges, and ensure consistent messaging across channels.

Qualifications

• 3+ years of experience in incident management or related fields.
• Strong understanding of ITIL framework and incident response methodologies.
• Excellent problem-solving skills and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Strong interpersonal skills with ability to work collaboratively across teams.

Responsibilities

• Identify and declare incidents; trigger incident response protocols and war rooms.
• Coordinate and control incident lifecycle; lead the Major Incident Team and manage war rooms and bridges.
• Provide frequent, clear updates to stakeholders, executives, users, and customers; coordinate with service owners.
• Oversee diagnostics, workaround implementation or permanent fixes; coordinate emergency changes with Change Manager.
• Lead post-incident reviews, produce AARs, track actions to closure and monitor key metrics.
• Maintain incident records, timelines and documentation; ensure adherence to governance and policies.

Skills

Incident management

ITIL framework

Problem-solving

Under pressure

Interpersonal skills

Job description

We're Hiring: Major Incident Manager!

The Major Incident Manager (MIM) leads and coordinates all activities during high-impact IT outages. They ensure swift resolution while minimizing business disruption, handle stakeholder communication, and drive post-incident learning and process improvement.

Location: Taguig, Philippines
Work Mode: Work from Office
Role: Major Incident Manager

What You'll Do:

Key Responsibilities:

1. Incident Identification & Declaration

• Assess incoming incidents against established criteria.




• Declare a Major Incident and trigger incident response protocols (e.g., initiate a war room or crisis bridge.

2. Coordination & Control

• Act as the primary point of contact for service owners, technical teams, and external vendors throughout the incident lifecycle.




• Lead the Major Incident Team (MIT): assign roles, manage war rooms and bridges, and ensure focused resolution efforts.

3. Communication & Stakeholder Management

• Provide frequent, clear updates to stakeholders, executives, users, and customers using multiple channels.




• Ensure consistency in message frequency and content by coordinating with service owners.

4. Resolution & Recovery

• Oversee diagnostic efforts and manage workaround implementation or permanent fixes.




• Coordinate emergency changes, working with the Change Manager to ensure controlled execution.




• Confirm resolution and formally close the incident, ensuring proper communication and documentation.

5. Post-Incident Review & Process Improvement

• Facilitate After Action Reports (AAR) within defined SLAs.




• Lead post-incident review meetings, identify root causes, and track action items to closure.




• Monitor key metrics (e.g., MTTA, MTTR, downtime) and recommend preventative measures.

6. Governance & Documentation

• Maintain incident records, timeline logs, and detailed documentation of all communications and actions.




• Ensure adherence to ITIL or internal governance frameworks and policies.

What We're Looking For:

• At least 3 years of experience in incident management or related fields.


• Strong understanding of ITIL framework and incident response methodologies.


• Excellent problem-solving skills and attention to detail.


• Ability to work under pressure in a fast-paced environment.


• Strong interpersonal skills with the ability to work collaboratively across teams.