Senior Incident Manager & Major Incident Lead

Ascendion; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ascendion is seeking an Incident Analyst II to join the Infrastructure Services Center in a senior incident management capacity. You will represent the Service Management Team for control room operations, ensuring disciplined ITIL execution, timely communications, and continuous improvement for high-priority incidents.

You will mentor junior analysts, coordinate cross-functional teams, and drive root-cause analyses, incident reports, and service restoration within agreed SLAs.

Qualifications

• 3–4 years in Incident Management or IT operations environment.
• ITIL Foundation is preferred.
• Strong English communication skills, both written and spoken.

Responsibilities

• Manage P1/P2 and high-priority incidents end to end following procedures
• Coordinate bridge calls, stakeholder updates, escalations and restoration activities
• Provide timely communication to Global IT stakeholders and affected business units
• Mentor Incident Analyst I and guide junior staff
• Prepare incident summaries, SLA reports and operational metrics
• Validate incident categorization, impact, urgency and priority
• Identify recurring incidents and opportunities for process improvements
• Collaborate with technical teams during incident response
• Own and coordinate the end-to-end Problem Management lifecycle
• Lead RCA activities for major incidents and drive corrective actions

Skills

Incident management

ITIL

Stakeholder communication

Root Cause Analysis

NOC / operations

Education

Bachelor's degree in IT or related field

Tools

ITSM tools

Job description

Ascendion is seeking an Incident Analyst II to join the Infrastructure Services Center in a senior incident management capacity. You will represent the Service Management Team for control room operations, ensuring disciplined ITIL execution, timely communications, and continuous improvement for high-priority incidents.

You will mentor junior analysts, coordinate cross-functional teams, and drive root-cause analyses, incident reports, and service restoration within agreed SLAs.