Incident Manager

Position: Incident Manager

Office Location: UB Plaza Pasig (Headquarters)

About The Role

The Incident Manager provides dedicated oversight of Incident Management processes, ensure rapid restoration of critical services, improve SLA performance, reduce recurring incidents, and strengthen operational resilience. The role serves as the central coordinator for major incidents, stakeholder communications, governance activities, and continuous service improvement, thereby minimizing business disruption and customer impact.

What You'll Do

• Provides regular updates to stakeholders and management on major incidents
• Regular reporting of Incidents Insights and Statistics (Weekly and Monthly) to the team and Mancom
• Issues formal Incident Report to stakeholders, service/system owners, business/ operations and system users
• Leads identification of RCA affecting service levels and coordinates resolution of the identified problem
• Manages the incident reviews to analyze incidents, identify and review action items to prevent.
  
  

What We're Looking For

• Experience IT service management, primarily on Incident Management
• Experience and familiarity on the other IT Service Management Processes that interacts with Incident Management: Problem Management, Service Level Management, Change and Release Management, Service Transition
• Experienced in using any IT Service Management Tool (BMC Remedy, ServiceNow, etc.)
• Advantage with those that have experience in handling systems that are related to banking or financial institutions.
• Strong knowledge of Incident Management, ITIL, SLA governance, RCA, and IT Operations; excellent stakeholder management, communication, crisis leadership, analytical, decision-making, problem-solving, and reporting skills; ability to coordinate cross-functional teams and manage high-severity incidents in a fast-paced environment.