IT Service Incident Manager

IT Service Incident Manager

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
• Major Incident Management & Cross-Team Coordination
• Process Adherence & Data Quality
• Reporting & Metrics
• Continuous Improvement
• Tools & Platforms

Qualifications

• 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)

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.