job description
Are you a seasoned crisis management professional looking to make a significant impact on a global scale? NICE Systems is seeking a highly skilled Senior Incident Manager to join our elite operations team in Manila. In this critical role, you will act as the primary point of contact for technical support, orchestrating complex incident resolution processes across our global infrastructure.
You will lead cross-functional teams during high-pressure situations, ensuring that service level agreements (SLAs) are met while maintaining seamless communication with stakeholders. If you possess a calm demeanor under pressure, a deep technical background, and a passion for continuous improvement, we want you on our team. You will not only resolve immediate technical challenges but also drive long-term post-incident reviews to fortify our systems against future disruptions.
Responsibility
- Serve as the primary incident commander for high-priority technical issues within the Asia-Pacific region.
- Lead and facilitate effective communication between technical teams, management, and global stakeholders during critical outages.
- Coordinate cross-functional resources to ensure rapid restoration of services and minimize business impact.
- Conduct thorough post-incident investigations (Root Cause Analysis - RCA) to identify systemic weaknesses.
- Develop, maintain, and refine incident management playbooks and emergency response protocols.
- Mentor junior support staff and facilitate knowledge transfer regarding incident response best practices.
- Monitor real-time system performance and proactively identify potential service disruptions before they escalate.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5+ years of experience in Incident Management, Problem Management, or high-level Technical Support.
- Proven ability to manage high-severity incidents in a global enterprise environment.
- Strong understanding of ITIL methodologies, specifically Incident and Problem Management frameworks.
- Excellent communication and stakeholder management skills, with the ability to translate technical issues for non-technical leadership.
- Experience with enterprise monitoring tools and ticketing systems (e.g., ServiceNow, Jira, PagerDuty).
- Ability to work in a dynamic, 24/7 environment and handle rotating shift requirements if necessary.