Onsite Incident Response Lead - Reliability & Runbooks

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Job summary

Hammerjack Pty Ltd is hiring for an Incident & Problem Management lead to direct end-to-end incident response, triage, and real-time resolution across a global environment.

The role emphasizes incident command, post-incident reviews, and collaboration with SREs, product owners, and engineers to improve operational reliability and governance. It requires 3+ years in enterprise-scale operations and strong ITIL foundations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3+ years in Service Delivery, Incident Response, or Operations Leadership in enterprise 24x7 environments.
• Strong ITSM/ITIL foundations and experience with incident and problem management.
• Familiarity with cloud, distributed systems, or enterprise infrastructure.

Responsibilities

• Lead end-to-end incident response, triage, communication, and real-time resolution.
• Act as Incident Commander for high-impact events across a global environment.
• Drive metrics like MTTD, MTTM, MTTR and post-incident reviews for continuous improvement.
• Collaborate with SREs, product owners, and engineers to align reliability goals.

Skills

Incident Command

Analytical Skills

Communication under pressure

Root Cause Analysis

Operational Planning

Stakeholder Management

IT Service Management

Observability Tools

Education

Bachelor's degree in CS/IT/Engineering

Tools

PagerDuty

Datadog

Grafana

Splunk

ServiceNow

Job description

Hammerjack Pty Ltd is hiring for an Incident & Problem Management lead to direct end-to-end incident response, triage, and real-time resolution across a global environment.

The role emphasizes incident command, post-incident reviews, and collaboration with SREs, product owners, and engineers to improve operational reliability and governance. It requires 3+ years in enterprise-scale operations and strong ITIL foundations.