IT Service Incident Manager

About the role

The IT Service Incident Manager is accountable for the coordination, control, and governance of major and critical IT incidents that have a significant impact on business operations, clients, or regulatory commitments. During a major incident, this role will lead the cross‑functional response, ensuring appropriate technical teams, service owners, and external partners are engaged, priorities are clearly defined, and efforts remain focused on rapid service restoration and risk mitigation. This role does not perform technical resolution but ensures clear ownership, escalation, decision‑making, executive communication, and post‑incident governance aligned with ITIL best practices.

Responsibilities

• ITIL Process Ownership & Governance
• Own and govern ITIL-aligned ITSM processes (Incident, Major Incident, Problem, Change Management)
• Ensure processes are documented, adopted, and continuously improved
• Act as the central point of accountability for ITSM compliance
• Assess impact and urgency and initiate Major Incident process
• Lead incident bridge calls and war rooms
• Maintain focus on business-priority service restoration
• Major Incident Management & Cross-Team Coordination
• Manage Major Incidents end-to-end from identification to closure
• Coordinate Infrastructure, Cloud, SRE, Applications, Security, Service Desk, and vendors
• Ensure clear ownership, escalation, and decision authority
• Validate audit-ready incident records and SLA adherence
• Process Adherence & Data Quality
• Ensure accurate incident data and linkage to Problem and Change records
• Enforce closure criteria including RCA and corrective actions
• Facilitate PIRs and lessons learned sessions
• Identify recurring patterns and systemic risks
• Reporting & Metrics
• Produce weekly Major Incident reports
• Deliver monthly ITSM and service health metrics
• Highlight trends, risks, and improvement opportunities
• Continuous Improvement
• Drive preventative actions through problem management
• Partner with engineering teams on resilience and automation
• Continuously refine playbooks and escalation models
• Tools & Platforms
• ServiceNow, JIRA
• Monitoring and observability platforms
• Reporting and dashboarding tools

Requirements

• Bachelor's degree in IT, Computer Science, or similar course.
• 5-8 years in IT Operations, ITSM, or Service Delivery
• Strong hands-on ITIL knowledge
• Experience in global 24x7 environments
• Strong communication and stakeholder management skills
• Familiarity with ServiceNow or equivalent
• Experience with AI tools (preferred)
• Certifications (Preferred)
• ITIL Foundation
• ITIL v3 or v4
• ServiceNow ITSM Certification
• Success Measures for This Role
• Timely and effective Major Incident resolution
• High confidence in ITSM data quality
• Clear service health visibility
• Reduction in recurring incidents
• Improved operational discipline
• Work Location & Schedule
• Amenable working on a non-traditional/night-shift schedule. Our office is located at Ayala North Exchange, Makati.
• Amenable working in hybrid set-up (3 days onsite per week)
• #LI-MJ1
• # LI- Hybrid
• #IT
• #MIDSENIOR
• What You Can Expect from Us
• At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow-professionally and personally.
• Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.
• Let's empower, collaborate, and inspire.
• Let's be #BrilliantTogether.
• About ISS STOXX
• Visit our website: https://www.issgovernance.com
• View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Benefits

Additional Information

Let's be #BrilliantTogether

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