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Incident Manager

ManagerManagerFull TimeRemoteMid LevelTeam 1,001-5,000Since 2008H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

104 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglishITSMServiceNow

Job Description

Incident Manager

Lingaro

• Oversee end-to-end incident management operations across the organization. • Act as the primary liaison with project leads to drive timely resolution of major incidents, ensuring compliance with SLA and OLA commitments. • Coordinate cross-functional technical teams to rapidly identify, troubleshoot, and resolve incidents. • Ensure all incidents are properly logged, categorized, prioritized, and tracked within the ITSM tool. • Continuously monitor incident progress and escalate when necessary to restore services as quickly as possible. • Define, standardize, and continuously improve Incident Management processes, including the development of dashboards for end-to-end ticket visibility. • Prepare and deliver incident reports, trend analysis, and operational insights within the defined scope. • Serve as the central incident coordinator, actively driving resolution efforts during major incidents. • Provide timely, accurate, and consistent communications to internal teams, leadership, and customers. • Lead incident bridge calls, war rooms, and crisis management meetings. • Deliver regular incident updates, executive summaries, and post-resolution briefings. • Facilitate and coordinate with Service Level Management (SLM) on Root Cause Analysis (RCA), ensuring outcomes are actionable and measurable. • Track and follow up on corrective and preventive actions to prevent incident recurrence. • Maintain comprehensive lessons learned documentation and drive continuous improvement initiatives. • Partner with SLM to analyze incident trends and performance metrics to identify areas for optimization. • Recommend enhancements to processes, workflows, monitoring tools, and support practices. • Collaborate closely with Problem Management and Change Management teams to ensure holistic service improvement. • Ensure full compliance with ITIL best practices and organizational policies. • Maintain and enhance Incident Management documentation, standards, and procedures. • Conduct periodic audits and reviews to ensure process adherence and quality standards.

Job Requirements

  • Open to work in NALA with 10:00 PM – 7:00 AM SGT shift.
  • With at least 2 years’ experience in Incident Manager Role
  • Bachelor’s degree in information technology, Computer Science, Engineering, or related field.
  • Experience in IT Service Management, Operations, or Technical Support.
  • Strong hands-on knowledge of the ITIL framework (ITIL4 certification preferred).
  • Excellent communication, stakeholder management, and problem solving skills.
  • Ability to work under pressure during high impact incidents.
  • Familiarity with ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.).
  • Background in cloud technologies, network operations, or application support.
  • Experience coordinating global or multi-vendor support teams.

Benefits

  • Stable employment. On the market since 2008, 1500+ talents currently on board in 7 global sites.
  • "Office as an option" model. You can choose to work remotely or in the office.
  • Flexibility regarding working hours and your preferred form of contract.
  • Comprehensive online onboarding program with a "Buddy" from day 1.
  • Cooperation with top-tier engineers and experts.
  • Unlimited access to the Udemy learning platform from day 1.
  • Certificate training programs. Lingarians earn 500+ technology certificates yearly.
  • Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
  • Internal Gallup Certified Strengths Coach to support your growth.
  • Grow as we grow as a company. 76% of our managers are internal promotions.
  • A diverse, inclusive, and values-driven community.
  • Autonomy to choose the way you work. We trust your ideas.
  • Create our community together. Refer your friends to receive bonuses.
  • Activities to support your well-being and health.
  • Plenty of opportunities to donate to charities and support the environment.
  • Great Place to Work Certified Employer in the Philippines

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