Incident and Problem Management Dept. Head/Manager | Networld Capital Ventures, Inc.

The position is primarily responsible for leading the execution of IT incident and problem management processes to avoid IT service disruptions. The position is also responsible for identifying the root causes of recurring problems, initiating continuous improvement, and developing long-term solutions to prevent recurrence. This role is a high‑demand leadership position that requires full operational ownership of major incidents. The IPM Head must be ready to respond to critical issues through on‑call rotations, including evenings, weekends, and holidays, as part of ensuring 24/7 service stability.

DUTIES AND RESPONSIBILITIES

A. Incident and Problem Management

1. Assigns appropriate category and prioritization to incidents.
2. Manages the major incidents and ensures minimal disruption to business operations.
3. Communicates with different IT units for the escalation and resolution of high-priority, critical, and major incidents.
4. Conducts post-incident reviews and leads root cause analysis.
5. Drives continuous service improvement to address recurring issues and to implement permanent fixes and preventive measures.
6. Executes compliance with audit and regulatory requirements related to service continuity and problem management.
7. Oversees the documentation of incident response and escalation matrices.

B. Management Leadership

1. Recommends plans, programs, budget, and performance targets of the team.
2. Plans, directs, and coordinates all activities in the department to reach maximum level of employee productivity throughout the workforce.
3. Provides upfront leadership in supervising all direct and indirect reports and planning for their career advancement and aspirations.
4. Supervises and evaluates the performance of all direct reports.
5. Approves/schedules all vacation leaves of all direct reports.

C. Others

1. Makes recommendations on matters pertinent to business operations and other related activities.
2. Participates actively during staff meetings, training programs and other professional development work.
3. Performs other related duties as assigned.

Qualifications

Education: Graduate of IT, Computer-related, Engineering or Math-related courses

Experience(s):

• At least five (5) years of work experience in managing problem lifecycle and post-incident reviews
• 5 years of experience in IT Service Management (incident/problem management).
• Experience in a hybrid IT environment (on-premise + cloud) is a plus.
• Background in banking, financial services, or enterprise IT is an advantage.
• Knowledge of local compliance (e.g., NPC for data protection, BSP for banking IT regulations).
• Availability for on-call support in critical situations.
• Ability to work with vendors and offshore teams.

Technical Skills:

• Strong knowledge of ITIL framework (at least ITIL Foundation certified).
• Experience in incident and problem management in IT infrastructure or applications.
• Familiarity with ITSM tools (e.g., Jira, Manage Engine, Zendesk).
• Understanding of cloud (AWS, Azure, O365) and on-premise systems.
• Ability to analyze logs and correlate incidents.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work under pressure and handle multiple priorities.
• Strong leadership and coordination skills.