job description
Join Directio, a leading global IT outsourcing firm, as an Incident Manager in a dynamic hybrid work environment. This role offers a competitive salary package, including a base salary of ₱65,000 - ₱70,000, a ₱4,000 transport allowance, and a ₱3,600 monthly allowance. You will play a pivotal role in ensuring seamless IT operations by managing incidents, changes, and problems efficiently.
As an Incident Manager, you will lead cross-functional teams to resolve critical IT issues, minimize downtime, and enhance system reliability. This position is ideal for professionals with 3+ years of experience in IT service management, incident response, and problem resolution. If you thrive in fast-paced environments and are passionate about delivering exceptional IT support, this opportunity is for you.
Enjoy the flexibility of a hybrid work model, allowing you to balance remote and on-site collaboration. Directio is committed to fostering a culture of innovation, professional growth, and work-life balance. Apply now to take the next step in your IT career!
Responsibility
- Lead and coordinate incident management processes to ensure timely resolution of IT issues.
- Oversee the incident lifecycle, from identification and logging to resolution and closure.
- Collaborate with cross-functional teams to implement effective change and problem management strategies.
- Develop and maintain incident management policies, procedures, and documentation.
- Monitor and analyze incident trends to identify recurring issues and implement preventive measures.
- Ensure compliance with IT service management frameworks (e.g., ITIL) and industry best practices.
- Provide regular reports on incident metrics, performance, and areas for improvement.
- Act as a point of escalation for major incidents, ensuring swift and effective resolution.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 3+ years of experience in IT service management, incident management, or a similar role.
- Strong knowledge of ITIL frameworks and incident management best practices.
- Proven experience in leading incident response teams and managing critical IT issues.
- Excellent communication and stakeholder management skills.
- Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
- Analytical mindset with a focus on continuous improvement and problem-solving.
- Certifications in ITIL, ISO 20000, or related fields are a plus.