job description
Join GECO Asia Pte. Ltd, a global leader in IT service management, as our next IT Incident Manager and play a pivotal role in ensuring seamless operations for our international teams. Based in the vibrant tech hubs of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), youâll leverage your ITIL expertise to minimize disruptions, drive continuous improvement, and uphold the highest standards of service reliability.
In this dynamic role, youâll lead incident, problem, and change management processes, collaborating with cross-functional teams to resolve critical issues swiftly and prevent recurrence. Your passion for service excellence and process optimization will directly impact our global operations, making you a key contributor to our success. If you thrive in fast-paced environments, enjoy solving complex challenges, and are committed to elevating IT service delivery, this is your opportunity to make a difference.
As part of our team, youâll enjoy a remote-first work culture with flexible arrangements, competitive compensation, and opportunities for professional growth. Whether youâre based in the digital nomad hotspots of Canggu or the cultural heart of Ubud, youâll work alongside talented professionals while enjoying Baliâs unparalleled lifestyle.
Ready to take your ITIL career to the next level? Apply now and help us build a more resilient and efficient IT ecosystem!
Responsibility
- Lead the end-to-end incident management process, ensuring rapid resolution of IT service disruptions and minimizing business impact.
- Coordinate with global teams to identify root causes of incidents and drive problem management initiatives to prevent recurrence.
- Oversee change management activities, assessing risks and ensuring smooth implementation of IT changes with minimal disruption.
- Develop and maintain ITIL-aligned processes, including incident, problem, and change workflows, to enhance service reliability.
- Monitor incident trends and KPIs, providing actionable insights to improve service performance and customer satisfaction.
- Act as the primary point of escalation for critical incidents, ensuring clear communication with stakeholders and leadership.
- Collaborate with IT teams to implement automation and tooling (e.g., ServiceNow, Jira) to streamline incident and problem resolution.
- Conduct post-incident reviews and document lessons learned to drive continuous improvement in IT service delivery.
Qualifications
- ITIL v3/v4 certification (Foundation or higher) is required.
- Minimum 3+ years of experience in incident, problem, or change management within an ITIL framework.
- Proven track record of managing high-severity incidents in a global or enterprise environment.
- Strong understanding of IT service management (ITSM) tools such as ServiceNow, BMC Remedy, or Jira Service Management.
- Excellent analytical and problem-solving skills, with the ability to diagnose complex technical issues.
- Exceptional communication and stakeholder management skills, with fluency in English.
- Experience working in remote or distributed teams, with a proactive and self-driven approach.
- Familiarity with Agile, DevOps, or cloud technologies (AWS, Azure) is a plus.