Senior Incident Command Leader

Globe Telecom; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Globe Telecom is seeking an Incident Management Expert to lead its Incident Management Team in technology environments. You will oversee identification, assessment, and rapid resolution of incidents, ensuring thorough documentation and proactive stakeholder updates.

The role emphasizes ITIL-aligned processes, cross-functional collaboration, and guidance to team members for continual improvement, with on-call readiness as needed.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Proven experience in Incident Management in tech environments.
• Strong ITIL knowledge especially incident and problem management.
• Excellent organization and multitasking under pressure.
• Clear written and verbal communication for non-technical stakeholders.
• Experience with incident management tools such as ServiceNow.
• Ability to lead cross-functional teams in high-stress situations.
• Strong analytical and problem-solving skills.
• On-call availability in 24/7 environments if required.

Responsibilities

• Lead the Incident Management Team in the identification, assessment, and resolution of incidents.
• Ensure that all incidents are properly documented and tracked.
• Provide regular updates to stakeholders on the status of incidents.
• Implement incident management procedures.
• Conduct post-incident reviews to identify areas for improvement.
• Provide training and guidance to Incident Management Team members.
• Liaise with other teams, such as Problem Management and Change Management, to ensure that incidents are resolved effectively.
• Report on Incident Management Team performance to senior management.

Skills

Crisis management

Incident management software

Leadership

Collaboration

Attention to detail

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

Globe Telecom is seeking an Incident Management Expert to lead its Incident Management Team in technology environments. You will oversee identification, assessment, and rapid resolution of incidents, ensuring thorough documentation and proactive stakeholder updates.

The role emphasizes ITIL-aligned processes, cross-functional collaboration, and guidance to team members for continual improvement, with on-call readiness as needed.