Incident Manager

Company Description Metrobank is a premier universal bank with the largest consolidated network in the Philippines, operating over 870 branches, more than 1,900 ATMs nationwide, and 33 foreign branches, subsidiaries, and representative offices. Recognized as a leader in the banking industry, Metrobank is a trusted financial partner focused on product quality, service excellence, and sound governance. The organization fosters a culture built on customer delight, teamwork, passion for results, and integrity, offering long-term career opportunities and competitive rewards. Team members benefit from extensive learning and development, working with seasoned banking professionals across diverse areas of finance. Metrobank operates under the regulation of the Bangko Sentral ng Pilipinas, reinforcing its commitment to stability and compliance.

Role Description This is a full-time, on-site Incident Manager role based in Taguig. The Incident Manager is responsible for overseeing the end-to-end management of IT and operational incidents, ensuring timely resolution and minimal impact on business services. Day-to-day activities include coordinating incident response teams, monitoring incident queues, prioritizing cases based on impact and urgency, and communicating status updates to stakeholders. The role involves conducting post-incident reviews, identifying root causes, and working with problem management and technical support teams to implement corrective and preventive actions. The Incident Manager also contributes to improving incident management processes, maintaining documentation and incident reports, and supporting continuous service improvement initiatives in line with Metrobank's standards and regulatory requirements.

Qualifications

• Strong incident management and incident response skills, with experience handling complex or high-impact incidents.
• Problem management capabilities, including root cause analysis and implementation of long-term corrective actions.
• Analytical skills to evaluate incident trends, assess risks, and recommend data-driven improvements.
• Technical support experience, with the ability to collaborate effectively with IT and operations teams.
• Relevant background in banking, financial services, or highly regulated industries is an advantage.
• Excellent communication and stakeholder management skills, with the ability to provide clear updates under pressure.
• Strong organizational skills, attention to detail, and the ability to manage multiple incidents simultaneously.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
• Familiarity with ITIL or similar service management frameworks; related certifications are a plus.