Senior Manager - Service Restoration

HRTX; Philippines; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

HRTX in the Philippines is seeking a Senior Manager - Service Restoration to lead incident response across critical services. You will act as the single point of control for major incidents, coordiate with stakeholders, and drive restoration with cross-functional teams.

The role requires 7+ years in incident management, ITIL proficiency, and strong leadership. You will mentor teams, improve monitoring, and contribute to problem prevention strategies within a fast-paced enterprise environment.

Qualifications

• 7+ years as an incident manager in a large enterprise.
• Experience coordinating multi-team incidents across platforms.
• Bachelor’s degree in a related field.
• Strong knowledge of ITIL: Incident, Problem, Change, CM.
• Proven leadership to drive service restoration with cross-functional teams.
• Excellent written and verbal communication.
• Able to perform under pressure and manage large teams.

Responsibilities

• Serve as single point of control for major incident recovery.
• Coordinate communications to stakeholders within defined timescales.
• Lead service restoration efforts with cross-functional teams.
• Drive RCA and preventive improvements post-incident.
• Support planned works and major events such as DR tests.

Skills

Incident management

ITIL knowledge

Leadership

Communication skills

Stakeholder management

Problem solving

Education

Bachelor's degree in related field

Tools

Automation tools

Monitoring tools

Job description

About the job Senior Manager - Service Restoration

RESPONSIBILITIES:

Operations Management

• Focal point for incident escalations through hotlines, MS Teams channels, Team mailbox and in-person escalations
• Ensure escalations are dealt with or that an accountable owner is assigned to manage the issue
• Accountable for the management of MCIs during assigned shift. Adheres to the MCI process at all times throughout the lifecycle
• Accountable for the management of all Priority 1 and 2 incidents. Adhering to standard incident management processes at all times
• Validates MCI criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams
• Ensures that all documented MCI processes and work instructions are adhered to throughout the entire lifecycle of the MCI
• Accountable for meeting operations metrics
• Act as custodian of service, taking ownership of un-owned issues, maximizing potential to prevent escalations
• Will actively manage P3 and P4 incidents. Ensures all participating resources are adhering to all appropriate incident management processes
• Responsible for engagement and escalation to the relevant teams and SMEs as appropriate, ensuring correct level of focus is set in line with defined Escalation Matrix
• Facilitate and drive the recovery of the incident until service is restored
• Following service restoration, continue to drive progression of root cause investigations and identify all feasible preventative measures, to be documented and communicated.
• Initiate a review of alerting and monitoring capabilities and recommend improvements to reduce likelihood of major incident recurrence.
• Service Improvement Planning Continuously looking for ways to enhance service restoration performance
• Support planned works and major events such as DR Tests and changes to be deployed in Production

Stakeholder Management

• Act as the single point of control & coordination for all major incident recovery activities.
  
• Act as the primary point of contact for key stakeholders to the Mission Critical Incident Management process
• Issue concise and accurate communications detailing the status of the MCI recovery to stakeholders within defined timescales via appropriate channels
• Control information flow between the recovery teams, service owners, business representatives and executive stakeholders.
• Coordinates and communicates any change in Production to ensure stakeholder awareness with the goal of minimizing impact to operations
• Responsible creating reports, data analysis and visualizations for stakeholders.

People Management

• Demonstrate close alignment to Albertsons Values at all times throughout performance of all responsibilities
• Matrix management of people, processes and resources including third parties in resolving conflict to move forward to resolution
• Manage service restoration team members by re-assigning workloads and re scheduling non-urgent tasks
• Monitor attendance, punctuality and productivity of team members during assigned shift
Track team performance and individual performance regularly
• Training / up-skilling of team Identify skills gaps and opportunities to strengthen the capabilities of the service restoration team. Recommends trainings and performs coaching to mitigate gaps
  

REQUIREMENTS:

• Requires 7+ years of working experience as an incident manager in a large, enterprise environment facilitating effectively high priority incident (HPI) calls.
• Must have a solid experience working with teams from different technical platforms and a working knowledge of automation and monitoring
• Bachelors degree in related field.
• In-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
• Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
• Must possess strong leadership abilities and able to lead service restoration efforts through working with various groups across the organization.
• Strong communication skills required; written and oral communications.
• Demonstrates a high level of energy, results driven and able to work under pressure
• Has experience in handling line managers and large teams.