Incident Management Specialist

With 15,000 talented professionals across the Asia Pacific, NCS is a leading AI Tech Services company that empowers clients with cutting-edge platforms, AI expertise, and digital resilience. We work across diverse industries, partnering with a robust ecosystem of global allies to transform technology services delivery and create real business impact.

As a proud subsidiary of the Singtel Group, NCS combines innovation with scale, bringing together the best of both worlds to serve our clients and drive meaningful change

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Are you ready to make an impact that spans border

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We're seeking Incident Managerto join Singtel Philippines while providing critical support to Singtel Singapore operations. This is your chance to be part of a regional team that connects people, businesses, and communities across the Singtel Gro

up.
Role Purpose: Manage the end-to-end lifecycle of incidents, ensuring rapid service restoration, minimizing business impact, and leading the coordination of major incidents across Singtel, Customer, and third-party vend

ors.
Key Responsibil

• itiesLead and coordinate P3 high/P2/P1 major incidents from identification through resolution and clo
• sure.Act as the primary escalation point for incident management and stakeholder communicat
• ions.Coordinate technical teams, resolver groups, and vendors to drive timely service restora
• tion.Facilitate incident bridges, technical calls, and management upd
• ates.Ensure timely customer communications and executive updates throughout the incident lifec
• ycle.Monitor SLA compliance, incident progress, and escalation activi
• ties.Prepare and coordinate After Incident Reports (AIR), Root Cause Analysis (RCA), and Problem Management follo
• w-up.Maintain compliance with ITIL and Customer–Singtel Incident Management proce
• sses.Monitor Customer-Singtel Chatops for any communication and assistance required from Cust

omer.Require

• ments5+ years experience in Incident Management, IT Operations, or Service Manage
• ment.Experience managing high-priority (P1/P2) incidents in an enterprise or managed services environ
• ment.Strong knowledge of ITIL Incident and Major Incident Manage
• ment.Experience with ITSM tools such as Servic
• eNow.Excellent stakeholder management, communication, and coordination sk
• ills.Ability to work effectively under pressure and manage multiple technical t

eams.Preferred Qualifica

• tionsITIL Foundation certification or hi
• gher.Experience supporting global enterprise custo
• mers.Background in networking, cloud, infrastructure, or managed serv

ices.Success Mea

• suresTimely restoration of services within
• SLA.Effective management of major incidents and stakeholder communicat
• ions.High-quality RCA deliverables and continuous service improve
• ment.Strong customer satisfaction and operational govern